Bad Customer Service

Justine's customer service is very poor. They delivered the wrong product to me and when I contacted them about it they said that they do not take responsibility for the error that they made. Prudence, one of their customer care agents said that she will escalate the matter further but I have had no update since then. Lindi, the representative I was apparently purchasing from online said she knows nothing about my order and she cannot help me. How can this be. How can such a well known brand treat customers like this. Don't they know how hard it is to gain a customer and how quickly you can loose that customer through poor service. They have just lost a very good customer.