Damaged phone case

I bought a clear case in April 2024. In September 2023. I realised that the phone case a an opening on the side. I emailed Istore. They said there’s nothing they could do. I asked how so when I have spent so much for that clear case then they said it’s fine they will collect it to have it assessed. September and October passed without them collecting the phone case. They only collected it in the end of November 2023. Since that day it was collected, I never received any kind of communication from iStore. I am really disappointed at their bad service.