Extremely bad customer service

In France, I’ve ordered a Guerlain moisturiser however it causes allergic reaction. I contacted them and they went through a series of questionnaires and then promised to refund the value of the moisturiser. Initially I was so pleased and thinking such a great company. However, been waiting for my refund since April 2024. Month after month, I contacted them via emails and followed up with phone calls.. all they said was they are still waiting for the account department to process my refund. Now, it’s January 2025, so almost a year, still no refund what so ever. I suspect the refund has gone to one of the customer services who is handling my case. Who knows! I couldn’t believe such a big cosmetic company can do such a thing. Very bad customer service from Guerlain !!