Online customer service is horrible

For a product range this amazing, I can’t believe how horrible the online service is.

Iordered foundation a mascara kit (mascara, little black primer and an eye pencil). But the primer doesnt want to fully open. I cant get the wand out of the bottle, it’s stuckI have pulled with all my power, but nothing happens.

So I decided to message Estee Lauder on Facebook and the next day I got a reply telling me to email them. I did. That was 6 June.

I didn’t hear anything from them for a week, then decided to follow up on Facebook and email. Followed up again 4 days later and got copied replies back on how they are having courier issues - nothing about my product enquiry. From there O have followed up on email and Facebook weekly and I am just being ignored.

The customer service on emails and Facebook is horrible. Please get your customer service up to the standard of your products.