Missing item, terrible service

Ordered a few weeks ago. Package arrived with one item missing. I'm still trying to locate it or get a refund. Phones are not answered and emails go unresponded to. It has been weeks. Nothing from Kathy. From what I'm reading online I feel like she is the only employee. I have had no feedback as to what happened to my package. Am I being refunded, is it on the way? Must I reorder? What is going on? I have no idea. Bare in mind this is a baby item. One can't sit for weeks waiting for AN ANSWER. I'm taking it now that I have been ******.