Hirsch's - No Customer Service

I have been working with Hirsch's for many years, but their customer service has declined. We ordered a seal for a Deep Freeze and paid for it. On two occasions when we checked in, we were informed that they couldn't locate the order. Only after raising a complaint were we told that this seal is no longer produced and that it would need to be custom made. We were informed it would take three days to create it. However, it has now been one week and two days. The only updates we receive from them occur when we reach out. There is absolutely no communication from Hirsch. They claim they will keep us informed, but they do not. I have been in contact with the Manager in Hillcrest, named Charlene. I am truly disappointed by the lack of accountability and communication with their clients.