unprofessional

I have tried to make a purchase in the vbucks shop for a pack called shadows rising and the payment went through but I did not receive my cosmetic and when I sent an email they said that the issue is not by them it is by Samsung so I called Samsung and they said it won't take long and it been over a week now and I haven't received the item . I now sent epic games proof of payment so I can receive my stuff and then again they say that they can't do anything cause it was through a Samsung payment