Disappointed client

I bought a pair of Beats earphones from istore online. When I received it, it wouldn’t power on. I sent an email the same day and received a case number. I then took it to a store where the technician confirmed it was faulty. He said I’d have to come back for the exchange, I couldn’t go back to that store as it is out of my area. So I logged a return online. 2 days later, I have not had anyone attend to my first email from the week before, nor has anyone responded to my return ticket logged. I love Apple products but this service is really making me question whether it’s worth it.