Mr Price Whatsapp Agent refused to Help with an online Order

Mr Price Online is the most horrific app and the "estimate" is good as useless. I went on their whatsapp chat and had a conversation with an agent by the name of Ntombi and I have the transcript. I make the agent aware that I have since made a purchase on Dec 19th and last tracking of the order was Dec 20th and since then there has been no update. I ask If she knows when the order will be delivered she responds " I have sent an email to the couriers to prioritize the delivery I am not sure if your order will be at the store tomorrow but as soon as they respond I will update you."then just after that she sends this "Is they anything else that you would like me to assist you with?" Firstly, I am not advised on what to do besides waiting for a response. Secondly, there's no time frame which I am given and when I asked for a time frame her response was "I cannot give you the time frame" so this was ordered last week and when I ask to be transferred to a senior she responds with "But I did send an email to the couriers I will have to wait for them to respond but you can call the call center." Who monitors these chats? Are the agents offered enough customwr service training?I would be ashamed as a manager if any of my agents responded like this to a frustrated customer. I want Mr Price to revert back to the transcript and tell me if that's how they treat their customers and what made thos agent comfortable to use " But" its not even the agent saying " I understand that you would like to be transferred to a senior though please note I have done this and that " she said that she is resolving the query and closed the chat.Thats appalling!!!what did she resolve? These chats are not monitored. Mr Price should be ashamed because the agent is very rude. I want my order