Huawei Freebuds 3 poor service from Huawei Authorized Experience Store - Menlyn Mall

I bought huawei freebuds 3 for R3 000 from Huawei Authorized Experience Store - Menlyn Mall earlier in the year. Few weeks in the microphones started giving me problems, sometimes working, sometimes not working, i could not go back to the store because i was in a different province, then there were also interruptions due to lockdown. I finally got a chance to go for help now, i was initially told they can't help me because I've had the freebuds for longer than 6 months, after doing some research i discovered they have 1 year warranty with free replacement, so i went back. They did a software update for me which didn't fix the problem, so i had to go back again for assistance. They took the freebuds in and told me i would get a replacement within 5 working days. I then received a call that they can't give me a new pair because I don't have the box so they would get the earphones repaired, despite the earphones being unrepairable. I've now been waiting for 16 days without my earphones and no feedback from the store.