Returned damaged LID a month ago no replacement

I have been a loyal customer of home choice for few years and the service i received is pathetic and disgusting. I bought an Artistry 8-piece cookware set of which was delivered while at work. When i got home i found the 2.9L casserole's lid to be damaged and immediately called home choice to tell them. I was advised to return the lid and my replaced will be shipped immediately. After numerous calls and emails to Home Choice, i still haven't received my LID or the date it will be sent. I am supposed to pay for an incomplete order at the end of the day. Can someone please look into this matter urgently. I am beyond appalled by the Home Choice service. I want my LID replaced as soon as possible because the consultant told me I cannot return the order since i have used other pots while waiting for my replacement, how crazy is that of Home Choice?