Poor customer service

I have send an email on 01 Feb, I send a follow up email on 02 Feb, again on 05 Feb and again on 10 Feb. It's now been 8 working days, they said it takes 7 - 9 working days to answer on emails. Well I'm still waiting for my query to be sorted. They rep**** instantly on Hello Peter, but why can't the company answer my emails???