Non existent customer care

Purchased a pair of sunglasses and within a month the branding came loose. We drove to sandton and was told to log a query which we did. No response for a week and a half, we follow up and then we are told they can't make it, then they can make it to fetch the glasses and then low and behold no one shows. How long does a person have to wait to have sunglasses repaired or replaced. You didn't give me 2 weeks to make payment at why should you have 2 weeks to ignore me?