VERY ANNOYED AND DISAPPOINTED

I purchased a pants from The Fix, and first time washing it, it came out with lines on it and the fabric faded terribly, and just to mention i did not wash it differently to other new clothing items. i contacted them on 18 December via email with pic attached. they got back to me the next day (two consultants contacted me on the same issue, no communication at HO whatsoever as they both gave me different ref. numbers) on 21 December they said they forwarded my complaint to operations dept. for further assistance. And to date i have not gotten this issue solved, i understand that it was the festive season and holidays and all, but retail works throughout? and how long do i have to be stuck with a pants that i cannot even wear???