Red Rum Sparkle & Black Medium Maltese Tote

I ordered this handbag as a pre-order in March expected to be shipped out April 1st. Mid-April I checked the order status to see there was no update so I reached out via email to check on the shipping status. I did not hear anything back. I sent a follow up email and the second time I received a response stating there was a problem with their shipment from overseas and it was expected to be shipped within two weeks and then would have to go through customs and they would have to wait on the goods to “be released” before they received them to ship out. They could not give me an expected date. After three weeks I sent another email to check in again after looking on the website to see the handbag was now available for purchase and being shipped. I did not receive a response. The second week in May I got a notification that my item was ready to be shipped finally. Upon receiving my handbag last week I realized the charm featured on the front was missing and there was a strong chemical smell to the bag. I emailed customer service again and still have no response. I am so extremely disappointed as I have always been a fan of your brand and finally decided to make a purchase only to receive bad customer service and a bad product to go along with it.