Bad communication

To who this concern. Bought my son a pair of shoes,then the stitching got loose. I have been communicating since the 19th Desember 2023,but yet no response regarding this. Ive send all information they requested of me,but no response. If i do not ask what the process is then there no response. Its very bad for a well branded company to struggle with a response. The last reply was 3 working days,which past and now still nothing