disregard for customers

this is a service i use for conviniece needing fast reliable delivery of groceries whilst i work at home yet i constantly get missing items on my orders, i usually get swift help but this time ive been ghsted and have had no communication and the tiems where bought as a surprise bday gift for my brother in law, i have been side lined and ivestigated as if i stole the item even though i immediately reported the item as soon as i saw its missing ive waste 25 minutes worth of airtime calling yet my issue is not resolved