Tupperware defects department

On the 2nd September, i took a couple of my tupperware items that, had cracked lids and one the lid could not close the container for an exchange. I took them to Sunflower Sales- Umgeni Road. I was told, i will receive an sms, advising when to come and collect my lids and container. Todate, i have not received an sms, and i went there last Thursday, and defects department was closed. I phoned today, they are still closed. I asked the person who answered the phone to advise when, they will be operating and he was unsure. How do you run a business like this?