The RealReal Sold damaged item and refused return Other

I purchased s shirt from the RealReal, new with tags. The zipper was broken and they refused to return stating it was after the allotted time period. The tags were still on the garment and I explained that it was unwearable and it would cost a fortune if I was to take it to a seamstress. Again they refused, I decided to write a review on an online platform, apparently they saw the review (dubbed The StealSteal) and offered to refund some of my money attaching a shipping label that would cost me $11.95. I told them to either send a free label as I had already paid the $11.95 to have it shipped to me, since they sent a damaged item, they should this pay for the return or I would send it without their shipping label via a means less costly. I have not heard back from them and it has been nearly 4 weeks. It is impossible to get in touch with them. You cannot talk by phone and they take days to answer emails. I finally put trackers on the emails I sent and they have read my emails but have not responded.