Ghosted by TFG and Donna Claire

I bought underwear from TFG (Donna Claire) online. I received my parcel 18 August. A week later the product started giving problems. I lodge a complaint with TFG online on 26 August ref P***. I followed up with the consultant on 31 August and he said he was experiencing technical difficulties, apologized for the delay and gave the brand ref no. RM260345 as proof of the escalation. On 13 and 15 Sep followed up again with consultant and didn't receive a response. That same week I called TFG online customer care and was told they haven't received a response from the brand. To date 29 September a month later I have not been contacted by TFG or Donna Claire to try and resolve the issue. I understand their are delays with the pandemic and all but over a month is way to long. Or at least that could of been done was for TFG or Donna Claire to let me know that my query in process but due to the pandemic there will be a delay. I am frustrated and very disappointed at the service level.