why is it so hard to get in touch with BAB?

I am Australian, and finding customer service very difficult. Live chat feature doesn’t exist even thought it’s on offer? They don’t answer my email, and I am not able to go in store because I live far away from the nearest BAB store. I’m trying to make a quality complaint and get my money back for a BAB hoodie that has deteriorated quickly over 2 weeks. Its fabric quality is piling and course… What can I do?