Broken supply chain

On 29 April I logged a complaint and got a reference number within hours. Since then I have made numerous follow ups with the call center which kept telling me the same info that the issue had been escalated to the warehouse and the warehouse wasn't responding. Apparently the warehouse is supposed to call me and arrange a pick up but no communique up to now. How busy or rather useless can a supply chain be such that it takes more than a month to contact a customer, let alone give a response to the call center escallation. I'm wondering how long it will take then for the repair if it takes so long to fetch the goods.