Disappointing customer service

Very very poor customer service from you guys. I emailed them regarding the foam face wash pumps not working after 2 to 3 uses. They will not do follow ups with you until you email them to find out what is happening. I first sent them a mail on the 11th of August.No response from them until the 14th. I had to call the number on the return email after that to find out what is happening... only to find out that the person that handles complaints isn't in and when they get back to work they will contact me. Eventually someone did email me back apologising stating that there is a common issue with the pumps. In no way we're they going to actually assist. I had to request that they at least reimburse me. She says that the manager or her superior I'm not quite sure will contact me.... nobody has communicated with me at all. Things things are not cheap for us to always be keeping quiet. This is my second bottle purchased in the last two months with the same issue. Definitely will be changing my brand after so many years with Cetaphil. Customer service is pathetic.