Laptop repair/exchange

Hi-Fi Corporation is one of the worst retailers I had the displeasure to deal with. I bought 2 laptops online on 28 Jan 2021. One of laptops gave me problems and I handed in the laptop at the Clear Water Mall shop on 16 April 2021 (CRM Job number: ***). Since then I was not able to get any feedback from the store. I called in numerous times with only promises of calling me back. I have never encountered staff with a "could not care less attitude" like this. They have no problem lying and simply not even bothering to make any attempt to give me feedback. I used the chat option on their website to follow up. After a lot of back and forth with Saimar I got the email address of Tshepo, a manager in customer service. After a number of emails, I got feedback from Tshepo that I should get final feedback by Tuesday 18 May 2021, since the 21 working day window would have closed. As per their policy I should get brand new replacement. Well no feedback whatsoever. I have sent a number of emails to Tshepo and simply no feedback. I wanted to escalate this to senior management, and I was told that they do not have the contact information of senior management. Surely that is an outright lie or they are under instruction not to share it. How is it possible that a company like this with the poorest possible service can still survive? Can someone please help me to get this matter under the attention of senior management?