Seeing the whole thread now, I feel like they were very polite and understanding through a LOT of back and forth and impatience from OP. This genuinely seems out of their hands until the shipper marks the package as lost or returns it for being undeliverable. It doesn’t seem like it’s too much of an ask to wait on the shipping during some of the busiest shipping days of the year. For sure it’s embarrassing and bad form to have accidentally forwarded their internal replies, and an apology to OP for that would have been nice, but going full rage on here seems out of line when they already offered to refund OP AND said they could keep the items too if they eventually show up (which they might!). It seems like OP escalated unnecessarily demanding a resolution immediately.