Still waiting on response since September 2017

I have callled a few times, sent mails getting answers saying that: Thank you for your email. Please accept our sincerest apologies for the delay in responding. We have experienced an increase in email correspondence during this period which has affected our response time. Kindly note that your query has been sent through to our fulfilment centre for their poor packaging. We are still waiting for their response and once we have received it you will surely be notified. Should you need any further assistance, please do not hesitate to contact us.

I replay almost a week later every time and get the same answer over and over that some one will call? But no one has called me or told me what is happening to date?