Theft

I placed my order on the 28th of January 2024. When my order arrived one item was missing. I called and emailed customer care several times and was told that the matter had been escalated and re-escalated and escalated again but still no answers. I asked to speak to a manager three times and each time I was told that they were not available and would call me back before the end of that day.... I am still waiting... It has been over a month since I placed the order and I have still received no feedback. What happened to customer service??? This is pathetic! Even worse, it is theft. If they are not able to fulfill my order they should just refund me?? Never mind the fact that I have now wasted my airtime, my time and my energy and have gotten nowhere ....