Bests & Worsts Reviews from Amazon

So the sunglasses themselves are great and our son really likes them but they snapped after a month or two. Now in general this wouldn't be a huge deal because they're not super expensive and I know kids break things. However, I'm disappointed with the response from the company. They send all these emails about "contact us if you have any issues and we'll fix it, don't write a negative review, etc." I contacted them, was told that since Amazon fulfilled the order they would "make it right" and ended up getting nowhere with anyone. Got more followup emails saying "please contact us if you have any problems" which I responded to and received no response. Really can't figure out the point of all this communication if they're not actually going to bother to do anything.