Shocking service from PANDORA Online!

My husband purchased a Pandora bracelet and charms for me for my birthday in December. After only a few day's one of the clips fell off - thankfully I found it. This happened several time. Then 1-month to the day that the clip was purchased it fell off while I was walking outside and was lost forever. I contacted Pandora via email on the 20/01/2019 and was told on the 21/01/2019 that my email had been passed to the superiors and someone would get back to me. On the 01/02/2019 I contacted Pandora again as no one had got back to me yet and was again told on the 04/02/2019 that they would chase up my email and get back to me. It's now the 19/02/2019 and I'm still waiting for someone to get back to me.

I totally understand that this is a difficult situation for Pandora to deal with as who is to say I haven't just said I lost the clip and still have it. But I have lost the clip!!!!! And it would just be nice if someone could actually get back to me, especially when it's twice been promised that someone would get in touch with me.

Shocking service!!!!!!