Useless Customer Service

I received my order on the 17th of November. One of the items in the package was broken. The courier company took the item, to return it to Leroy Merlin. I have been waiting for an update on the exchange of that broken product for over 2 weeks. Called customer service a few times, with NO luck. No one is able to assist or give answers on when I would receive the replacement. After no assistance from the call centre , I sent an email. I received a response from a case manager a week ago, promising to update my on this case. STILL NOTHING!!! This company's customer service is useless.