terrible service

i emailed sunglass hut a month ago looking for a quote on repairing my oakleys bought from them. after no feedback for 2 weeks i emailed them again. got a reference number for the emails and the notification that it has been assigned to someone but no follow up. how long must i wait for a flipping quote? i cannot imagine how long i would wait for a repair if this is the service i receive just requesting a simple quote