Bad feedback service on faulty product

I bought a Clinique ID product direct from Clinique's website. The cartridge was faulty and not dispensing liquid. I emailed Clinique and the lady said i must send her videos of the product. I sent her the videos on Monday. I sent 3 emails after that to follow up. Wednesday I phoned Clinique and Lebo said she has my email in front of her and will email me right back. Almost two days later and I have had no response! I am very disappointed in the service and still not able to use my product!