What customer care????

I ordered cat food and received a box of groceries. Their customer care can't get hold of the Carnival City branch for a Week to replace the items. Their customer care says they will contact you and give you feedback. 1 Week later and still Nothing! Absolutely Useless from the Carnival City branch to customer care.Do they even know the meaning of the word "escalated"? It's been "escalated" for how long and to who? Bad service all around!