Poor service delivery

I'm writing to express my disappointment with the service I received from Woolworths regarding my online order. On August 22nd, I received a W-beauty bronzer that arrived properly wrapped, but was broken and in powder form upon opening. I promptly emailed a complaint and received a response on August 25th stating that they would investigate whether it was a packaging or handling issue. After following up again on September 2nd, for the 3rd time, I was told on September 4th that they would get back to me once they had feedback. However, it's now been two weeks and I've yet to receive a replacement product or refund. This level of service is unacceptable, especially compared to Checkers, which would have resolved the issue with a same-day or next-day replacement or refund.