e.l.f. order update

One of the items I received from e.l.f. cosmetics was broken, the tip of it broke off into the cap, and it's now dried up since I cannot close it.  I emailed them to ask them to ship a replacement to me, and they emailed back saying they would refund my credit card.  I emailed them back saying I didn't want to pay for shipping to re-purchase ONE item, and kindly asked if they could just reship it.  They emailed back saying they were overwhelmed with orders, and they would just refund my money.  My response?

"I understand.  I just thought since I've been raving about your company to all of my friends, and on my blog, that maybe you could just reship it, however long it took.  Thank you anyway!"

Later that day, I got this email:

"We apologize for any confusion. We will gladly reship the missing item to you. Please feel free to contact us if we may be of any further assistance."

I just got an email today notifying me that it shipped! I love the power of word of mouth, especially since it helped me get the solution I was looking for.

Bottom line: DO NOT be afraid to keep emailing the company or keep calling if you don't get the response you want.  Be nice, not mean, but firm!