Poor Product and poor after sales service

I bought a set of 3 underwear on the 27th March 2022 at the Mr Price Flora centre, Roodepoort I wore one the underwear pants and after the first wear, it tore just below the top elastic. I took the Liberty of sending Mr Price customer service the slip and the pics relating to the torn underpants. Four days later I contacted the customer service desk where I was advised that my email was not assigned to a consultant yet, however the customer liason said she will forward the matter to the Store manager and copy the regional manager of the area. Its is now the 13th April and to date, nobody has contacted me or corresponded with me relating to the matter. My understanding of the matter is that my matter is not important to Mr Price. Mr price has grown so big that they are not able to attend to their customers. But I guess they forget who supports the brand and without the customer they will fail. I am very disgruntled about the matter, as Mr price thinks is too big too be concerned about such a small matter. Please be careful of Mr Price. They have lost their values.