Sorry to hear that.
Twitter. Loads of tweets responding to every tweet they put up about anythng. There normal customer service is crap. You need to be publicly vocal to get them to do anything.
Same happened to me 2 years ago. I order when it was first open to order. They eventually shipped it. It got lost. They shipped another. It got delayed. They gave me €50 compo for the delay. It got lost so they refunded me. It eventually turned up on December 14th. I had at that stage bought an edit from CEW which I topped up with a few other bits and filled an old calendar.