Jo Malone's customer support is sh*t! I can not find enough words to describe how frustrated I am with your terrible support on my replacement case. I have been contacting support once every week and kept getting the same response: "We are working. Wait." Honestly, this has been the most awful experience. I have paid money for the poor quality product and after getting confirmation on the replacement I've been ghosted. I am sick and tired of trying to get any defined response. trying to be very respectful, but I don't understand what can take a month of not replying after promising replacement of poor quality product that I paid for! If replacement is not possible, shipment in 2024 with all the logistics is not doable - do a refund, please, just help me get rid of this communication burden. I am looking forward to a quick reply with the next steps suggested to sort this conflict out!