Customer care is where????

I app**** a Clicks product heat pad to a painful part of my body when i had a cracked rib. The heat pad burnt blisters into my skin so i needed to see the doctor to treat the wounds. I reported the incident to clicks, hoping that they would just pay for my doctors bill but their CUSTOMER CARE department came back to me to say that they wont pay. The heat pad had NO batch number, NO expiry date and NO instructions as to how long it should be left on!!! I requested the manager to send me details in writing of why they wont pay and two weeks later i am still waiting for this letter from a senior person at CUSTOMER CARE department!!! I require this info for my attorney and they have decided to just ignore it! No word of apology for the scarring it has left me with , Clicks just dont care!!