can't seem to get any help at all

I have tried in vain for 45 minutes to order replacement for my son's air pod charging case. I have the serial number of the case. It is not connected to my apple id but he is a minor and I don't have and don't understand why I need it to make a purchase. He really wanted a Mac Air for the start of this school year but since customer service is this difficult, I don't think I will purchase it. I live in an area that is not an urban setting so the nearest apple store is 3 hours away. You can't call because call center is too busy. I can't seem to access chat either.