Lowe's

Purchased pergola 3 or 4 years ago. (I take canopy off in Oct and leave off until late May). I see it's starting to wear on the top where the supports meet canopy. Ordered and received confirmation. They charged my VISA card on 5/22 when I ordered. I waited for a week and used FedEx tracking. They had not even received it from Lowe's. I have called several times. The last three times I asked to speak to a "manager". The first told me it hadn't been 10 business days. They told me they couldn't "push through" an order for the item and I should call back in two days. I did and gave the reference (case) #. Nobody has followed through and yesterday the "manager" told me she would email me after she contacted the warehouse. The first manager told me he was contacting the manufacturer. If I cannot get the new canopy, it will soon cost me seven to eight hundred dollars to replace the entire pergola and another three hundred for labor. I tried calling the store twice and never was connected to the store manager after a wait of more than ten minutes.