Poor customer service

I placed an order for which I receieved an email comfirming that my items have been delivered at 10 pm at night. I never received my items. Attempting to follow up on what happened has been a nightmare. I was asked to complete a form and advised that someone will contact me which they haven't. I continue to get emails requesting me to rate products I never received. This is very unproffessional and terrible communication. I just need to know where my products are.