I'm so sorry for the issues you've been having with your order. I know how frustrating it can be when something you've been looking forward to doesn't go as planned.
I'm also sorry for not responding to your emails and phone calls. We've been on top of our email chain lately, and your message must have gotten lost in the shuffle.
I've looked into your order, and I see that there were some problems with the shipping. Our shipping team is usually very good at staying on top of things, but they must have rushed through your order and not handled it with enough care.
I'll also be reaching out to you via email with more information.
I'm so sorry for any inconvenience this has caused. We appreciate your patience and understanding.