I just need a replacement

I purchased a R399 adidas original shirt on Superbalist. When I eventually opened up my packaging two days later the shirt was torn. I contacted Superbalist and the call centre agent told me to rather process the enquiry online. I did so directly after, but till this day I am yet to receive a reply for my complaint. All I asked for was for the shirt to be replace and not refunded. They are a great store, little mishaps like this one would create the perception to their customers like myself to not utilize the service again.