Bad service

I have made a complaint about cash crusaders the past week about my LG sound bar that i have collected and it was faulty since it was in their premises from May on the loan i took from them,a guy from head office called me last week Thursday and promised to look into the matter but he since disappeared no communication from him or the branch in Silverton.i am very upset with these people cos its festive now and i need my sound to entertain me and my family but cash crusaders seems not to care about my complaint please help.thanx in advance.