Disappointed with United Properties return policy

After speaking with James Wilson from the Quality Assurance at United Properties, I was told they would escalate my case, but it's been 5 days with no follow-up. This level of customer service is disappointing.

Dear customer, On behalf of United Properties, I would like to personally apologize for the inconvenience you've experienced with our priority service. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate priority repair to address this situation. Additionally, we have documented this case (Reference: REF-4572101F) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, James Allen Client Experience Manager United Properties