Matte is not Matte and I will not reply to you !!!

I purchased the big matte top coat from Sally Hansen - from my understanding SH's products should be some of the better nail products on the market ?!?! I have been using matte top coats for some time and when I could not find my usual brand - I took the next 'best' one - Sally Hansen. To my disappointment - it does not go matte after application. The first coat will give a slight matte effect. The rest of the nails remained glossy. I went onto their Facebook page and complained. I received a fairly quick response - telling me to go onto a link - which I did. Close to 48 hours later I received an email from this Liz Lakin. No PHONE CALL !!! My first negative is no phone call. Just an email with a document that I must complete and send back with a picture of the item I am complaining about. I did that and sent it back. I had to email her again to ask for feedback. She emailed me again - NO PHONE CALL - and told me that they tested the product and there are no problems. I HAVE A PROBLEM WITH THE ONE I BOUGHT !!!! She said a courier will come and collect - this all happened on the 15th of Jan - it is now a week and still no collection, no CALL and no email. And still no matte ?!?!