Customer service desk 'zero service'

I bought 6 guest towels on the 3rd of June 2021. Started using them for bathing. I buy then a few times every year but this time I couldn't find the colours I normally buy. I bought grey which I have never bought before. A using it a few times it started to tear. On the 10 August I sent an email to clicks customer care complaining about it. They sent me a reference number and then a list of things I had to submit for my query. I sent everything eventually they sent an email saying they referred the matter to the technologist. I have since been waiting. When I sent a message to enquire about the progress, no one responds