Why is Store Customer service so horrendous?

Seriously, I have not seen a company that absolutely does not give a turd about their customers in such a manner...

Ordered a touch up kit for my pearl white M3. Like many have stated it is not even a close enough match. Too silver/grey. Reached out to customer service :

Dec 4th - initial reaching out with pictures to show the problem
Dec 6th - followed up with another email asking for an update
Dec 16th - get a response to provide pics of the kit itself and sku
Dec 16th - I respond with the info 1hr later from the request
Dec 19th - follow up for an update
Dec 27th - another follow up email asking to be transfered to somebody that actually cares about their customers
Dec 31st - still no response

Great car but truly garbage customer service. Hire some more customer reps Musk, it matters!

Seriously a WTF moment from a company that is worth billions more the GM, Ford....etc but sells a fraction of the cars.