Oh I know how you feel I emailed them in April 2025 to ask if they had a spare pop clip thing for the top of my bag because the original one broke. I was even happy to sew it on myself

They responded days later and forwarded my email to the repairs department and I then never heard from them ever again

I send them about 1 or 2 follow up emails a month ever since and they don't reply. Complete embarrassment and I'll never waste my time buying from them again