Good and Convenient Online Shop, But Customer Support Insufficient When Problems Arise

I've been shopping online regularly with Clicks for several years, and generally I'm satisfied with their service, convenience and products. Recently, though, I bought special toothpaste (@ R50 a tube!), and upon receiving it, I carefuly expressed the air inside, so as to prevent 'blobs' spurting out when using it. I then saw that both appeared to contain much less than the said 100 ml each, and one seemed to contain even less than the other. I contacted them about this, and got the automated reply saying that I'd be contacted within 48 hours. The 48 hours turned into 25 days, and I contacted them again, after which I was informed that the issue had been escalated to the Complaints Resolution team. Nine days later (and no follow-up) I e-mailed them again, and 3 days later was informed that it had, again, been escalated to the same team. Now a total of almost 2 months have passed. I understand that sometimes there can be 'high volumes' of e-mails (like the agent courteously pointed out), but I'm beginning to wonder whether the Complaints Resolution team has perhaps gone on extended leave.