1st and last time I ever use Buffalo - Customer support is terrible

I am so shocked that there are companies that can operate with such bad customer service.

I ordered a parcel on 19 May from Temu and paid the customs on it on 24 April. The last update on the system says: 2024-04-29 06:31(GMT+2) - The parcel has been allocated to trip. Site:PRY

I used their chat system on 2024/05/09 11:03 AM and was advised as follows: Good Morning, Thank you for contacting Buffalo international logistics. Kindly note that there has not been any further scans on the order since the 04/29. I have escalated to the relevant team and they will be in contact with you within 72 working hours.

On 2024/05/13 I mailed the support email address and reached out via WhatsApp and have had no feedback from either to date

On 2024/05/14 I contacted them and spoke to Tammy who said that the issue was never escalated and that she would escalate it and would email me with feedback in 48 hours.

On 2024/05/16 (48 hours later) I have had no response, so I tried following up telephonically now. I called 3 times. 1. The line just cuts 2. Eventually got through to a gentleman and while I was giving him the tracking number the line cut 3. Held on for 15min and eventually got a message that said I should WhatsApp them and the line just cuts.

If I choose to refund the items with the supplier, I cannot refund the customs fee that I have already paid. I just can't imagine that such a big company can lack so badly on the support side?