No aftersales customer service - I am being ignored after several requests

I am busy renovating my house and have already spent thousands of rands at Builders Warehouse. In January one of the items I bought was a ceiling fan of R1400. When we were almost done with the installation, we found that one of the lamp shades of the light fitting was broken. I contacted customer services several times and my concern is not being attended to. I phoned them as it is a month since I lodged the issue. I was told that the matter would be referred. Still no feedback. This is truly bad service from them. I am boiling with frustration. I spent money and when there is a problem it is not addressed. A month with no feedback is not acceptable.