Salt Pool Store 5502 Island River Drive Knoxville, TN 37914 item under warranty Knoxville Tennesee

I bought a salt cell online on this company's website in 2017 with 5 years warranty. Now the salt cell stopped working, I contacted this company and they gave me instructions on how to get a replacement salt cell, since it was under warranty. First, I had to fill out a form on their site, and then I was instructed in another e mail to send the faulty cell back to their address, (5504 Island River Drive, Knoxville, TN 37914), which I did, via UPS, I have my confirmation they got it. 

After a couple of days I called to get an update, and I found out they use an answering service all the time, the person answering the phone only relays messages, and has no idea what is happening. Every time someone answers an e mail is someone different that seems not to know what is happening either, they seem not even to know they have my salt cell, and all the e mails are giving me the runaound, with unecessary information irrelevant to my questions.

As of today they have my salt cell in their possecion, and I have not received my replacement which I need right away, my pool will suffer permanent damage if I don't replace the salt cell imediately. I need my replacement back from this company. They look to me as they are avoiding their responsibility, and not a real physical place. Please help. Thank you.