High Sierra Customer Service Issues

I ordered backpacks and lunch kits for the upcoming school year. On August 5, I received a shipping confirmation with a tracking number. The FedEx website indicated the items should be delivered by the end of the day on August 8th. However, I never received the products. After calling High Sierra, I was informed that the package was sent out with all four items on the 5th. When I contacted FedEx, they stated they never received the package and advised me to reach out to High Sierra. High Sierra then mentioned they could not assist until the 15th, even though the payment had already been debited from my account. FedEx conducted an investigation and discovered that although a shipping label was created, the package was never actually given to them. High Sierra refused to offer a refund or resend the items, pushing their investigation to the 15th. Despite my call on the 15th, they did not provide a timeline or guarantee the items would arrive before school starts. There has been no further communication from High Sierra, leading to concerns about being scammed as they have my money but I have no items and no replies to my calls or emails.

I bought two rolling backpacks, one black and one red, on Saturday 4/9/22. After speaking with the recipient, we decided on black. I emailed for an exchange before shipping on 4/9/22 at 11:15am. I got an automated response mentioning customer service hours being Monday to Friday, 9am-4pm, and to expect a reply soon. By Monday 4/11 at 10:50am, no one had reached out. I emailed again on Tuesday 4/12 but still got no response. Now, I've received texts saying the items were shipped. I urgently need to discuss returning one for an exchange. The lack of response has been frustrating and disappointing from their customer service team.