Tobacco General Refused to Replace Defective Product Elkhart Illinois

I have been a Tobaccogeneral.com customer for almost 10 years. My last order included 5 boxes of Royal Majestic filter tubes. The tubes were defective, coming apart at the seams and could not be rolled. I contacted Zoe, the so-called customer service manager and she refused to replace filter tubes or refund my money. I do not believe any legitimatize company would be willing to lose a regular, long time customer over $11! She also refused to supply contact information for owner or executive office! What kind of company is this??