car shampoo not foaming

I mixed Shield Jetwash as per instructions on container and found that it seemed to be too weak to foam up. I tried adding more shampoo but still found it not as good as it was supposed to be. I called on the 20th July and spoke to a lady on customer care who promised to send a replacement and also collect the original item with another courier. After receiving no response at all I called back on the 13th August and spoke to a Lance from marketing. He called me back on the 14th August and told me that the lady was off sick and would call me on Monday the 17th August. Again to this day no response. Please help.