SOAPOSH review: Faulty goods

I ordered lip balm tubes (200) from them as my regular supplier was out of stock. They were more expensive, but I needed them. When they arrived, even though they were in plastic bags, there were little black specks inside some of them, so I had to sterilize the lot of them. I had orders for balms so made my product, sold most of them, only to hear that the tubes wouldn't twist back down again once twisted up. I was outraged as my number one priority is customer satisfaction. I refunded my customers and I emailed a Carol and explained the situation and a week later, I still hadn't heard back from her. I phoned and there was only an answering machine so I emailed again. I received a message from a Marc to say that I must have only received one faulty one as he tried one of his and it twisted back down. He said the only way I could get a refund was if I sent him back the empty lip balm tubes. Obviously, he didn't quite understand or read the previous email as the balm had been put in the tube before I knew it was faulty. He refused to give me any refund unless I returned the tubes. I told him I had some left over and they retail for 3.50 euro which I would have to charge him if he wanted the tube, and that I also had 9 remaining empty tubes if he wanted to see them as proof, but his reply was that I could only be refunded for empty tubes. I am out of pocket for all of the wasted ingredients and the faulty dirty tubes.