[mothered]

'they said they cant do much, but its already been escalated and I will get a response by this week from the manager'

They've stated they can't do much, but escalated It to senior management. Try and work that out.

It sounds like some garbage Amazon will come up with.

is that a good sign or they just saying that so i go away?

It's a good sign, for the reason that you now have another person to demand justification/evidence pertaining to their message below.

photo evidence as you can see is of a person with the door open accepting the goods.