Mattel Creations customer service disappointment

I got my Beetlejuice dolls in the mail yesterday and while unboxing them Lydia's arm broke off. I waited weeks for them to arrive and have been having a really rough month as it is so I was really excited to open them and now Lydia is broken and it's pretty much unfixable without rebodying her. A little part of the peg and the ball on the end are firmly lodged in her arm. Her veil is also torn. Several people on this sub recommended that I contact Mattel Creations and see if they could do an exchange or something, and I've heard of people having good luck with that before so I decided to give it a try. They told me all the can do is send me a label to return the dolls and give me my money back but of course they're out of stock so they can't replace them. They also don't have replacement parts available nor are they willing to partially refund me for the flaw. I'm so frustrated because I don't want to not have the dolls at all, I guess I'd rather glue her arm in than send her back but considering how much I paid for them it seems unacceptable. Has anyone has similar experiences or does anyone have tips for getting food results from customer service? I tried to be polite and not pushy because I also work in customer service and I know it's not the representative's fault.