No refund

I bought 3 lipsticks from Estée Lauder all broke of the holder send picture and receipts to Estée Lauder case number given as promised matter raised in June to date no refund was given. Always an issue *** every moth all what you get is apology and no response or refund !!! Who does that sickening !!! From a loyal customer to no customer at all . Disappointing no principles!!!