Missing item in my package which I have paid for

I ordered a smart watch and earphones on the 27 Nov 2025. My package was delivered on the 1 Dec 25 only to find the earphones not in the package. I immediately contacted the customer care number to inform them they gave me a reference number and said someone will contact me. It now Friday the 5 Dec 2025 and nobody has contacted regarding the missing earphones which I had paid for. I have been calling the customer care and all they say is they are escalating the matter. This is extremely poor customer service. This is the first and last time I will buy from incredible connection online.