SHEIN complaint: Delivery not received.

Order made 11 September. Delivery was due 25 to 27 September. On 20 September the tracking showed the package boarded a flight. No further updates were made to tracking after this. I emailed shein on 28 September advising the package was not delivered and tracking not updated. They told me to wait till 3 October. I contacted them on 4 October as no delivery received and tracking still had not moved since 20 September. They advised me they will investigate with their logistics team and told me to wait 7 days and then contact them again. I find this ridiculous. The order was worth over 300 and items are for my holidays. I’m not even sure if it is a human replying to my emails as they are so generic. I can understand being asked to wait until 4 October. But then to tell me to wait another 7 days is ridiculous. They expect me to chase up with them after 7 days too, they should be the ones to follow up with me. I made a subsequent smaller order on 19 September for which tracking was updated and the package was delivered. So I think its pretty clear the order on 11 September is lost. Shein should be quick to act on this. Instead they take a full day to reply and I just get a generic email telling me to wait and to follow up with them after a certain date. This is not satisfactory. I feel they should send the entire order again and make sure tracking is updated. 300 was a lot for me to spend. They don’t seem to care.