Slow Complaints Handling for online orders

I received my online order on the 24/02/2022, and noted that some of the eggs we had ordered were broken. I reported the issue to PicknPay via FaceBook messenger on the same day, and was asked from my details. I have followed up continuously for feedback, and received the same response that "they haven't heard anything from the complaints team" and it will be escalated. We are now sitting 10 days away from the complaint being a month old, and I have still not had any feedback. Please may this be escalated asap.