Best Buy

We did not receive our Applie IPad Pro before Christmas and have spoken to multiple reps for the past 3 weeks. They all barely speak English and they all refuse to get us to a supervisor. I am currently on the phone with Lim and my phone call is currently on MUTE and not hold as she's trying to get me to release the call. I began the call with her at 1:52pm Eastern and this was after 3 other reps kept saying they were transferring me to a manager but just sent me back to the call que. She still is not coming back and my wife is on the other line on hold because the rep sent her back into the call que as well. We still have not received a refund or replacement and this started on December 23rd. We get told we are going to get a call back or it's being escalated and someone will contact is via phone or email. No one ever contacts us back. My agent just released the call on me.