Bests & Worsts Reviews from Amazon

I was looking for a mattress pad for my older bed and decided to get this one due to the fact it had a lot of good reviews, the company seems to care for their customers and the 5 year warranty was nice too. It arrived a week ago I opened it that same day to let it expand and start to air out the smell. It expanded fast, it was full size within 10 minutes, the smell took a few days but it is barely noticeable now. It's about 2 inches smaller than my bed, so I split the difference and put it in the middle, I have about 1 inch on the top and bottom which is fine. I probably would have given it 5 stars, it's nice and comfy, but when I opened it and unrolled it, I noticed there were multiple rips/tears in it, there are at least 6 I found. I took a picture (you can clearly see the 4, the 5th is smaller and above the first one on the left in the picture, I found a 6th rip later after I took the picture) I emailed them the same day to let them know and sent the picture for proof. Its been a week now and I haven't gotten a reply from them. I don't know what happened because they seem to care about their customers and take the time to reply on here, but my email has gone unanswered.