HMV Japan - Customer Service issues?

I’m curious if anyone has experienced customer service issues with HMV Japan.

I placed two orders with HMV Japan on April 29th 2018.
All was good and they advised of the two EMS tracking numbers for me to use in tracking these orders.
My experience with EMS is having a delivery time of 4-6 days after being dispatched.
After 10 days, I tracked the EMS numbers and they showed the status as
Dispatch from Outward Office of Exchange (not dispatched).
When I wrote them about this, I was sent a letter dated two years ago about delays through Vancouver B.C.
I’ve sent four emails since then and each time I receive the same robot reply.

Dear Customer,

Thank you for shopping at HMV&BOOKS online.
This note is to confirm that your inquiry has been
forwarded to the representative best suited to help.
We will get back to you when we receive response.

We greatly appreciate your patience.

Sincerely yours,
----------------------------------------
Please do not reply to this email.
Mail sent to this address cannot be answered.
----------------------------------------
HMV Customer Service
S.Tanaka
[Contact]
https://www.hmv.co.jp/contacthmv/index.asp?lang=en

I’ve dealt with a few Japanese companies over the years (CD Japan mostly) and have never been treated so rudely and been ignored as I have from HMV Japan.
I'm not sure if this is the norm with them however in my book they are travesty to deal with.

In the end, they have my money and I’ve paid my Visa bill.
I can hopefully recover what I’ve paid out to Visa and remember the lesson.