Scarlett Hill Under eye patch burn

Customer service via WhatsApp line is atrocious. I wait forever to speak to an agent. Informed them that the Scarlett Hill under eye patches is burning under my eyes and wanted to know if I can get a refund. Their reply: Speak to the store manager. Nothing else. When I was done I was asked to complete the survey to rate the service - when I clicked on the link it said Response already submitted - Thank you