Poor customer service

I have experienced the most unprofessional service from Empire Gaming Sandton branch. On the 25th of October 2018 i submitted a game that i bought for my nephew. They took the game in and today in the 13th of November 2018. I have not received any single contact from Empire Gaming. I contacted the store and for some odd reason their line is not going through. I was expecting feeback atleast by last week. They are very unprofessional!!