Poor customer service

I wrote to era via Instagram, regarding the issue of the earnings I bought earlier this year and which I hardly wore them.I lost the hanging logo on one the earnings, to my suprise the button at back was still intact. As I have 3 pairs of earrings, I went to the earnings with lock 🔐 keys to see if they are intact, only to find out that it was loose too so i made it tight.i complained to era even called, even suggested maybe era can make extra hanging logos so that if clients loose one we can able to purchase that missing piece instead if buying another pair as one of the era employees told me and said is not their problem that it got los. I believe there was a factory fault as they don't make earnings tight at the hanging logos.Some arrogant lady rep**** me on Instagram which I believe is not the owner Is just an employee, Iam willing to pay for that missing piece, I was not asking for a free bee. If is how you are going to treat customers and reply to me as you please, that's the reason we opt for international brands is because of the promise they make to their clients.i am deeply hurt by the answer I got Instagram