Never received a replacement for my returned item or the original item. Theft.

In early December I placed a return for a grill that I had bought that was under warranty. The grill was picked up as requested but I had forgotten to include the heating rack. The heating rack was then picked up separately and via their customer service team I was notified that they hadn't received the grill, which they had received, but they either lost or it was ******. The heating rack was since sent back (in December). I have reached out via their customer service portal multiple times. and have received no response.

Either send the grill back without replacing it or give me my money back. This customer service is unacceptable.