Lack of service

I ordered the Buds+ as part of the S20 promotion. Samsung delivered the Buds promptly, but broken. I returned them to a samsung store for replacement the same day, and was promised it would be handled withing 10 work days. It has now been a month and still no results. I have to phone to get a status and no one knows whats going on. I get no response, only a promise of a call back, with no results. This is poor service with lack of expertise