Broken item & Terrible service

I place my order with an Avon rep,I recieve my product in the 1st week of Sept 2015.By 13.09 my toiletry bag broke (only the 2nd time of use with very few items in).I then email Avon on *** 18.09 Magnolia Mogotsi responds saying I should return it to my Rep & her account would be credited.I then reply stating I still want another bag & on 24.09 Gugu Vilakazi replies saying new toiletry bag would be delivered with the next order at no extra cost.On 30.09 Magnolia Mogotsi replies asking for account details etc.No response on 01.10,neither 05.10 nor 09.10.So the new Avon order arrives yest 14.10 and Amos Seleka response asking for my Sales Rep to fill out a Credit form.Yet on my 1st response on 18.09 they said her account would be credited. Now she's been billed for the toiletry bag that was supposed to be at no charge.She doesnt have a Sales Leader, she manages her own account and we place monthly orders!Getting Avon to repond to emails, as well as dealing with these agents over the phone are pathetic.They are forgetting their customer services skills.They have no clue as to what is happening, and their response time (hopefully) improves