A brand that was promising!

A brand that was promising!
The underlay has made bubbles. My professional painter had to go in urgently to buy a sublayer of another brand. On the phone, I had been told: "with a professional painter, he will know how to do it, it is the same technique of application and the same tools". But it made bubbles. and he had to redo everything. 300 of underlay unusable. I asked customer service last month if we could find an arrangement, every time I call, I'm told, "we'll call you back, I'll see with my colleague". I do not ask for a full refund, but partial. Pfff, when to take responsibility?