NO FEEDBACK!!!!!!!!

I bought something on Black Friday for a Christmas gift. In Jan the product didnt work the way it sould, so i made contact with them the first week in Jan. On the 11th i send my query again! On the 15th they send me a video to test the product, on the 16th I rep**** to them informsing them that the unit is working, but the mat is faulty, up until now i'm stuggeling to get feedback. I've send a msg on the 18th, 22nd & 25th. This is unacceptable, as this was a gift to someone and now i'm standing redface!