G'day! We are absolutely gutted to hear about your experience with our Koala products and team. This is not what we want for any of our customers and we definitely want to make it up to you. However, without your order number or contact details, we’re afraid we can’t pin your original order down or get your email address to get in touch with you. If you could please either send over your order number in a private message here, or send one more email over to support@koala.com and pop ‘Product Review’ in the subject line so we can find it easily, we’ll get in touch with you as soon as we spot it and get this sorted. We appreciate the opportunity to make this right for you, and we hope to hear from you soon. The Koala Dream Team