Appalling customer service

The status of my exchange shows complete, but i have not received the exchange item. No one is keeping me updated as to what is happening, i was just told the driver got hijacked. I need my item to be delivered to me by tomorrow latest as I need to use the item. I do not think it is my problem if the driver was hijacked you can sort that out with your insurance . Just deliver my item or return money in my account if you are not willing to give me the exchange item. No one even bothers to call or email back to let me know whst is exactly the problem.