Online Purchase - No assistance with defective products

I am extremely disappointed with the lack of response from your customer service team.

On 1 December, I emailed regarding two pairs of sneakers I purchased earlier this year. Both pairs have split open under the soles despite being lightly used and rotated in my corporate finance role. I requested an email address to send photos of the defects, as well as assistance retrieving my order information, since the password-reset email for my online profile is not coming through.

Although I received an automatic acknowledgement, I have not received any actual follow-up or assistance. I have since followed up twice with no meaningful response. This level of service is unacceptable, especially for a clear product issue.

I would appreciate prompt assistance in resolving this matter.