Never again!

Over the December holiday I bought a Inglot gel eye liner, as well as the application brush, from one of their stands in Gateway, Umhlanga. When I opened the product at home, it was completely hard, and started to crack! I immediately went to the nearest Inglot counter, and they refused to exchange it, as it was cosmetics. I was even blamed that I left the product open, and that is how it cracked! All I wanted, was for the sales lady to explain to me what to do, to fix it. If I could mix something with it, to make it soft again. I had absolutely no help! I emailed Inglot Head Office for help. On their website they promise to reply within 24hours. Well, that didn't happen! I spend a lot of money on these products, and now I cannot use either! All I wanted was some help, but the customer service of this company is shocking! When I recently went back to a Inglot counter in Woolworths, all the gel eyeliners on the tester stand was cracked! Looks like this is a product that should be recalled!!! What to do now Inglot? Is anybody going to help me???