Damaged during shipping, sent back by carrier. Hard time getting replacement

Ordered the alienware area 51 desktop on the 6th. It shipped out a day or 2 later and arrived at destination on the 10 with no updates (tracking said it was supposed to be delivered on the 10th).

I checked my order page and noticed a return request that I never requested. I contacted support this past Monday and asked what's going on. The pc was damaged during shipping and was being sent back. They said I would receive a refund which I declined. I was never given notice that my pc was damaged and I bought it with a discount. So I asked for a replacement because it would cost more buying it again.

They bounced me around to different customer service members for over an hour. The last one told me that they will cancel the return/refund request and send out a replacement.

As of today, nothing. The return request hasn't been canceled and no info about a replacement. I have bought alienwares in the past and never received such horrible customer service until now.

How can I get this escalated to management or a supervisor? All I want is the product I paid for for the price I paid for.