Estee Lauder: the meaning of non-customer service

This is my second attempt via Hello Peter to get Estee Lauder to respond. My order delivered on 7 December was incomplete. Estee Lauder do not answer any phone line despite clams of 'immediate attention' nor do they reply to any emails. Today I received a box of unwanted sample products but still not the missing product. Is Estee Lauder SA going bust or do they just not care about customers, in this case about to be an ex customer?