The inconveniencing Garnier roll on ball - and apathetic customer care!

I reported with customer service the roll on ball that gets stuck, it had been my third time experiencing this, (on the first two occasions I returned the product to the shop, because I still had the receipt), and they shared they would be collecting it, whether they will replace this inconveniencing factory fault, none of that was communicated , when I query about when I can expect them, I received no response from "Chris" from consumer care I had been corresponding with, it's been almost a month .