WARNING: Tracking Stalled

I am writing this to serve as a warning about my terrible online shopping experience. You spend your money, you expect your item, and most importantly, you expect communication. I placed an order on 11/29, but I never received the package. When I tracked the package, it continually said 'awaiting for the item.' What truly prompted this review and my desperate outreach to support is that Customer Service does not respond, they do not call back or email back. If you cherished this article and you also would like to be given more info regarding www.oeppeo.com please visit our own webpage. I NEED ASSISTANCE!! I felt compelled to leave a review because absolute silence after an order failure is unacceptable.
Customer: I placed an order weeks ago, reference 1129, and the tracking hasn’t moved at all. It just says "awaiting item." What is going on with my delivery?
CS Rep: I sincerely apologize for the complete lack of communication regarding order 1129. That wait time is completely unacceptable, and I understand your intense frustration. Let me pull up the specifics of that shipment immediately.
Customer: I’ve tried calling and emailing multiple times over the last week and haven't gotten a single response. Why is nobody following up? I need to know if this item even physically shipped!
CS Rep: That is a serious operational failure on our part, and I am truly sorry the service standard fell short. I see a processing error in our system now. We will immediately escalate this to our warehouse team, and I can offer to either fully refund your purchase or ship out a replacement via express delivery today at no extra cost.
Customer: Let's do the express replacement. Can you confirm the new tracking number will be emailed to me personally within the next hour, since I haven't trusted the tracking so far?
CS Rep: Yes, absolutely. I will personally manage this replacement shipment and ensure that new tracking number is in your inbox within 30 minutes. Thank you for giving us a chance to correct this mistake.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.