Lovense Order Issue

I ordered a lush from Lovense and it said it was delivered on Saturday but it wasn’t. I have reached out to their support over 6 times and they refuse to answer. I am so upset I have never had any issues ordering from them before but this service is absolutely horrible! I don’t know what else to do so I’m disputing the charge with my bank. Has anyone else ever had issues ordering from them before? I am so disappointed