Damaged New balance and anti theft tags attached to the shoes

I bought shoes from Superbalist and I received one of the shoes scratched on the side and the anti theft tag still attached to the shoes, I requested the exchange of the shoes and got an unauthorised cancellation email of the exchange twice, when I contacted customer service this is what they said “ Hi Charlotte, Currently, your request is under investigation. The warehouse team is reviewing packing footage, which may take about 2 weeks. As soon as we receive feedback from them, I’ll provide you with an update. Please bear with us while we resolve this for you. If you have any further questions in the meantime, feel free to ask! Kind regards,