TERRIBLE CUSTOMER SERVICE!!!

I laid a complaint about a product purchase (Yardley Defy Time Foundation) I was not happy with, and was requested to fill in a form and send pictures by Indigo brands (Liz Lakin) and that I would be reimbursed. The defected product was collected from my workplace and I never heard anything from your customer service, I did not pay for a product so it can go sit in one of your so called labs which I now think do not even exist!! Mind you this was in January, I was told the lab has not been reopened since the holidays and I went on further to send another email - I still have the email correspondence! The way in which your brand handles complaints is appalling to say the least! We as consumers spend money on your products for years and when products with defects are purchased you do nothing about it and choose to ignore them!! Why bother having the product collected (THAT I PAID FOR BY THE WAY!!!) if you are just going to brush off my complaint???