Packaging issue

i received this product with a wet stain on the box and when i tried to use it turns out it had faulty packaging where the product comes out of the nozzle and the neck i was very disappointed and contacted sephora customer service and they did tell me that they will refund it but after two business weeks passed of me waiting for my money i went to check whats the delay they then decided to tell me that there was an issue with the refund but never informed me until i went and asked which was unsatisfactory and very unprofessional