Bad service

I bought a dress and only worn it twice and it got torn everywhere after wash. I logged a complaint via email,was requested to send pictures and I did but after they’ve received the pictures they asked for an invoice which I no longer have. I responded and they have since ghosted me. I have sent 3 emails following up to no action. I’m so disappointed as I truly loved shopping at forever new . Their items aren’t cheap and I want this issue to be resol