BG are generally ok until it comes to problems/broken stuff, then it can be a bit of a lottery help wise. Certainly one of the more reliable shops in my experience.
Give it another couple of weeks I would. Shipping is all upside down at the moment. You could expect to wait a month normally sometimes more, sometimes less, so it’s not massively slow so far.
If there’s no movement then and BG don’t respond with anything useful other than stalling for more weeks (which is likely) then take it further.