Bad Service - Broken appliance not exchanged

I placed on order online on the 9th of Oct 2021 and one of the items in the order was a blender. The blender arrived 1st on the 11th of Oct but when I tried to assemble, I saw that one of the parts is broken. I immediately sent an email to customer service and took pictures. I received a response on the 15th of Oct advising that the incident has been escalated. I didnt receive any communication after that. I made a call again on the 28th of Oct and was advised that the store that did the delivery needs to pick up the blender and do an exchange and that the matter will be escalated urgently. I haven't heard from you since then. I'm sitting with an appliance that I can't use yet I've paid for it. This is unacceptable. Clearly you have no intention of replacing or refunding me. Everyone keeps escalating the complaint but nothing is done. Its been over a month now.