Missing items, unsattisfied customer

I made an order in December, received it on the 22nd of December. Two of the items I ordered weren't delivered. I recived an iphone camera protector I didn't order. When I tried contacting them via the app, the y told me to wait 7 days. When I emailed them after 7 days, I didn't get any further to getting my items. Everytime I reply on their questions via email, another person emails me back asking the same questions. How bad could their admin be?