Inferior quality product

My purchase of ESTEE LAUDER Pure Envy lipstick smells off (obviously really old stock) and the metal label stuck to the bottom of the lipstick indicating the colour is loose in the box(again really old as the glue has lost it's adhesiveness).Upon sending numerous emails to ESTEE LAUDER I got a ref.no.and submitted information required(batch no., place of purchase, country of manufacture etc. then that was it-complete radio silence.I sought the help of their Facebook site,I was informed about contact was made via email...that was then and what now??Are they trying to stall or make a fool of me????