Meta support stole my son's controllers

I've never really encountered this kind of gaslighting from a company before.  Its been more than two weeks now, that Meta has had both my son's controllers AND his headset, which needed replacement.  There were a number of problems, but basically they split the return shipment.  So great, we have the headset, but they did not send back my son's controllers, which means the headset is basically useless.  Now comes the gaslighting part, and this seems to be an issue that Meta VR users are all too familiar with.  Every time I contact support, (which has been every day) they pepper me with platitudes about how much they care.  They ensure me that my son will be playing soon!  They are working hard!  They are REALLY trying!  They will send an update when they have one! Then nothing.  So its been more than 2 weeks, my son is pretty much beside himself.  He has lost progress, missed out on updates, probably has been demoted in various roles he had.  And no one at the company will help.  I cannot believe they can operate like this.  I can't believe they can just take a product from you, and then never return it or update you.  They just...well I should say that their AI just tries to ward you off with fake empathy.  But what I really need is our controllers back.  All I keep getting is "will update you....some time".  I am astounded by the lack of accountability at what is supposed to be a legit company.  And from what I'm reading, this treatment is all too common.  Anyone have any suggestions for getting a real solution?  I tried asking for them to force a shipment of replacement controllers through their system.  I keep asking.  And nothing of any merit in return.  Soooo frustrated.  Can a Meta support moderator please message me and help?