Still waiting for books I ordered in 2016

I have haven’t received any acknowledgment for the following email I sent. Firstly I would like to say how much I love my Toyota. I have had it for two years now and it was the best decision ever. However, I am not happy about the service I have received from Tokai Toyota. In Nov 2016 my car was broken into and my service book and car manual were ******. I then went to Toyota Tokai to see about them ordering me new books and extending my service plan, both questions were answered very unhelpfully, but I gave both people I dealt with this the benefit of the doubt that it was the end of the year and they must be exhausted too. I paid for both my extended service plan and never got any confirmation from them, I had to phone and email to get a response. Then I also paid for my books, they never contacted to me to say if they had been ordered or sourced or anything. Again I had to make contact. Every time I went there the guy I dealt with was either busy or they will get back to me. He did email to say the books are ready for collection, when I got there no one knew what I was talking about, he would get back to me.Never happened. Fast forward to 2017, took my car in for the first service, wrong service plan. The lady in that office was super friendly and helpful got that sorted out. I asked about my books and she said she will look into it. The guy never contacted me. I have phoned a number of times since and been there a number of times and the same excuses, he is busy and will get back to me. Fast forward to 2018 still nothing, I am sure my money has disappeared. I don’t regret buying my car, I do regret extending my service plan with Toyota and trusting them to replace my books. I want those books so I can try put my trust in another branch. I truly hope this can be sorted and the books be delivered as I refuse to waste another drop of petrol and time to go hear lies. I hope it is not a franchise problem. Hope to hear from someone reliable soon as I do not want to have to take this bad review into the media. But 2 years later, is a a bit much. Hope you understand my frustration.