Bad Customer Service

I reached out to MAC Cosmetics regarding a defective lipstic I purchased online. I contacted them 2 days ago with no response. It was my first MAC lipstic I purchased - I did purchase it on Takealot but it surely came from a MAC store. It's a non-returnable item and it seems like someone opened the lipstic, turned it out and didn't turn it back all the way and then put back the cap so the lipstick is all smudged up in the cap. I am very disappointed that a large company like this has such bad customer service.