Poor after sales service

I ordered my Lumeo Headband on 13 May 2022 and received on 30 May 2022. At first I was a bit disappointed as the light didn't seem nearly as bright as advertised, but I still found it to be pretty good and very handy. I received a feedback survey email, to which I then responded/completed the survey reporting that my item was showing poor quality as one of the foam strips next to the main component with the charge port had come loose exposing some of the wires beneath. Strangely enough though, there was no response to this survey feedback, regardless of the fact that after not completing the survey the first time I got follow up/reminders about the survey.

Since then, one of the wires that's attached on this foam strip for the led strip light on the front has come loose causing the front light to not work. I contacted them directly reporting the issue again, to which I received a response after only an hour, asking for my order number. I sent through the order number and order & delivery dates (in less than an hour), but now 3 weeks later I have not heard back from Zak at Lumeo...