Goodwill Industries complaint: formal complaint against Evergreen store Evergreen store in Seattle

I want to file a formal complaint against Goodwill’s Evergreen store in Seattle for the following reasons:
1) They always wrapped the items very uncarefully and broke the glasses in multiple shipments in the past;
2) I had missing shipment from the store, and I tried to contact the store manager Steven via email. But after I sent him several emails, he blocked my email. I tried to call the store, they picked up the phone the first time and said that they would resolve the issue. But no follow up action was taken. When I tried to call them again and again, no one picked up my call (maybe they blacklisted my phone number);
For order Order number: GW00203642
3) For order GW00203642, I have not received any item in this order, but the store sent me the USPS Tracking info to show the package had been delivered (see USPS tracking and my order details below). I went to the post office and they told me that, for this order, a package of only 2.4 OZ was delivered to my mailbox. There is no way that my order could fit in such a small package.

In summary, I paid for an order that I didn’t receive. I tried to contact the store manager to resolve the issue but to no avail. I want someone at Goodwill to take this matter seriously and resolve this matter in a timely and responsible manner. I reserve the right to take legal action against Goodwill if my complaint is not addressed.