Hello Lianne,
Thank you for your feedback!
I'm sorry to hear the bag isn't working correctly. I've taken a look at your email correspondence we actually sent a reply on the 1st of September, asking for pictures of the damage and haven't received a response.
Please check your Junk/Spam folder just in case it's been filtered into there, I will send you a follow-up email so we can get this all sorted for you.
Kindest regards,
Octavia