Meta complaint: Quest 2 returned for replacement over a month ago. Meta have lost it. And I’m waiting.

I wish to voice my complete dissatisfaction with the online chat email customer services.
Quite frankly it’s poor and I, at the moment would not ever buy from Meta again or be able to recommend to anyone.
I was authorised to send my faulty quest 2 back to Meta, which I got for my sons birthday.
It was delivered to you on around the 11th October 22. Since and after various emails. It seems it’s been lost in the warehouse. I was told this on around the 1st November. Following various requests have been advised I need to wait for it to be looked into. 17 days on and still nothing. My son will not get this present on his birthday which is the 24 th November. Through no fault of my own. No compensation has been made and I find this truly rediculous. Why cannot a replacement be sent to me and then the internal error be sorted in your own time.
Please help me. The email contact is no good and no one seems to be helping.