Damaged pan - poor after sales service

I bought a cast iron pot set,which I waited 2 months for as there was no stock. The pan in the set was delivered damaged,the handle was broken off.I immediately reported it and was initially told if I just sent pics I would be replaced with a new one. Still waiting 2 weeks later and every time I phone or email (I have an email tracker where I can see my emails are opened/read) I either get no reply at all OR get given the go around -as of today they are still awaiting the assessors feedback - REALLY????????I courier the pan to Homechoice at my own cost,and my courier can confirm pan was received.Am I going to wait another 2 months just for feedback,through no fault of my own,I didn't break or damage the pan.I am paying for a full set of pots,and the pan is the one I will use the most,I want my full set of pots which I am paying for!I have been a loyal and good customer of yours for a few years.Is this how one gets treated?Bottom line is....I want a new pan.How long can this take & feedback! PLEASE PLEASE PLEASE do not tell me you will resolve the matter and try and phone me.I have already told your offices I do NOT answer any call centre numbers.Phoning me will not resolve the matter,I want the actual problem solved.SMS or EMAIL only!I want my pan please.