Poor Service

I bought a Salton Kettle online on the 2nd of May, order was delivered on the 6th of May, when i opened the box the kettle is broken, i called the customer care and spoke to a lady by the name of Funeka Madubela who assured me that she has escalated the matter after i sent her pictures of the broken kettle, Wednedays i called customer care again to check the status of my escalation to my suprise the lady who assisted me also had to escalate! I just called in now and spoke to Nelly who also can see that 2 agents have escalated the matter but no feedback and when i ask to be sent to the escalations department or Manager "unfortunately she is not allowed to" it's the fact that i have to be the one going after them no feedback none whatsover! @ Pick n Pay Online this is extremely poor customer service