Tommy Hilfiger — pair of shoes

After 4 times use the leather on the shoes cracked. Customer service are not replying as they do not exist.in the shop they told me to email the costumer service promising that they will reply within maximum 48 hours and that is what i did, but 1 week now have passed and still nothing from their side even after sending a reminder. A company as "tommy" should have a better system for such issues.