Pathetic service from Clicks

I purchased an airfryer online and was delivered. I only opened the packaging on the Sunday, and once opened I realized the basket cover was loose. I immediately packed it away and took it to Clicks Tygervalley on the Monday. The manager (Sylvana) was helpful and said will report it to their head office for collection and replacement. I received a call on the Tuesday from Clicks customer service confirming all. I then had to e-mail and call again (around Thursday), with the only feedback, awaiting the courier the collect. I called again and e-mailed again today and apparently only the person who assisted me (Abdul) can give me feedback and not the other agents on the call desk. Abdul suppose to be contacting me back today. This has now been a week without concrete or proper feedback or timelines as to when the damaged item will be collecting from Tygervalley store and when replacement item will be ready to collect?

Why has this not been escalated to a supervisor to contact me or advise accordingly?

This is absolutely frustrating and absolutely pathetic customer service.