Tiny Heart necklace

Very poor. So disappointing. I purchased necklace for my granddaughter for her birthday. It was a delicate chain and it was just thrown in this little tiny pink bag. When it arrived, it was all knotted and tangled. I have worked for hours trying to get these knots out and it’s impossible. You can’t reach anyone by phone. Their mailbox is full. I have emailed and I’m waiting but this needs to be a return.