Order not delivered

Ordered an item online on the 25/02/2024 and a week passed by with the status of my order not changing online nor the item being delivered. I followed up on the order by emailing and was informed an investigation is being done, I’ll be contacted after two days…after 2 days, I was called and informed that a stock take was conducted and they discovered the ordered item is damaged. I saw online that the same item for the same price is available but the size different, I opted for the order to be altered instead of them refunding me, the customer service agent said he will speak to his manager and get back to me. I still haven’t received an email or DM back from them to this day 😡 it’s been close to two weeks now without my order. Very disappointed with the customer service and lack thereof 😡😡