Skims review: Never received order and customer service is a chat bot!

I placed an order and was set to receive it in November. I checked the tracking and it said the order was delivered to customer on November 20th. It was NOT delivered to customer and the receivers at my apartment complex said they did not receive it either. I have contacted UPS and they sent me to UPS Innovations and they said that Skims has to send a claim in. I have emailed Skims and the Chat bot keeps replying with the tracking information! This is so unprofessional. I just filed a claim with my bank. If I can't get a hold of them, then they can't either!