Snuggletime Travel Insulated Bottle Bag not keeping baby milk warm

I bought the Snuggletime bottle Insulated bottle bag early this year just before I gave birth. I gave birth in May and started using it from around July. It does not keep the bottle warm at all and wrote to them. At the time I could not find my slip and was in communication with Shayla Mc Allister. She told me there is nothing they could do for me without the slip. I found the slip and wrote back to her and she told me it has been long and the long won't help and good luck to me. She is not willing to take any responsibility of the product not doing what it is supposed to be doing or atleast just check what the issue could be.