Go to your TESLA ACCOUNT page and file a support ticket for "executive escalation".
I had to do this recently with an online store order where FedEx lost a Wall Charger shipment. I filed a claim with FedEx, but since Tesla was the shipper, FedEx paid them the full amount of the claim. After several emails to the generic store email address that the order status emails come from, I got no response and no way to get my $500 back to re-order. I had to file an "executive escalation" form to get someone's attention. They were VERY helpful in getting me a refund, but they said they were totally revamping the team that runs the store, so it's in extreme disarray. But this was two months ago, I would have hoped they fixed it by now...but guess not. The more people that complain about these things, the more they'll have to actually go fix all the problems.