Business ProfileforFive Below

I have ordered from fivebelow several times with no issues. My orders usually arrive within 2 days and it’s great. However for the first time I’ve had an order not arrive and I thought I’d contact them since they’re so good about shipping. However I got the complete opposite with their customer support agent April. I see from other complaints I’m not the only one with an issue with her. I ordered my package as gifts for my kids upcoming birthday and now they aren’t going to arrive in time and I’ll be forced to go get pricier alternatives from another store. My order number is **********. I have contacted the support for fivebelow and April has not been helpful at all. She asked for address verification. I gave it. She asked me to file a police report which is a complete waste of time for a package from fivebelow, but I did it. Then she asks me to wait an additional week for them to contact the police about the report. This is ridiculous at this point I would just appreciate a refund as they’ve shown how they really handle their business the one time I need to contact them for help. The order costs $141.42 and I don’t have the money or item to sit back and wait for them to waste a week. This is so unhelpful and unprofessional and I’ll probably not be ordering from them again sadly after this.