Beats Pro repair tracking - no details from Apple Store

I have had many issues with my Beats pro headphones since purchase. It recently culminated with the one troublesome headphone not charging at all, so I tried to raise an issue with Apple... none of their Stores would accept a visit during non-working hours - but after a phone conversation with Support they said they collect and replace at my doorstep.. this did not happen... As their main flagship store is near to where I work, I went in and complained, so they agreed to take the device upon my next visit, which I duely provided. However they said it would take a week to repair... I have not heard from them since, and after 2 weeks, neither with a confirmation that I delivered a device to them not upon a scheduled return date... this is certainly not a great situation.

Blaming on COVID, is just an excuse, there is a distinct lack of ITSM here. I asked for traceability but was told my initial email would suffice.. but that has seemingly fallen by the wayside, particularly since the 1 week return has now gone to 2 weeks+... without any communications, not sure what options I have left, other than to wait and see for another few weeks - any suggestions ?