12/14 pieces still not delivered- how to get refund?

Hello, I ordered the 14 piece home system and it was supposed to be delivered Saturday, but only 2 of the pieces came (2 sensors, still missing most of the order). The other package was marked "out for delivery" on Saturday, but was not delivered, and still has not been. I have contacted support twice and told they would escalate to their shipping department, then I hear nothing. Need help with a refund or figuring out where my package is.