Missing parts request goes unanswered

Hello, I bought the Razer kishi late last month thinking it would be compatible with my Razer phone. I then realized I'd need to request the special grips so I did. This was at the beginning of the month and Razer support stayed in contact through email until 5 days ago. Each email said my issue would be assumed resolved if I didn't respond in 72 hours so I always did but I still haven't heard a thing in 5 days. It's now been over half a month since I received my Razer kishi and I haven't even been able to use it.
My question is would I be able to return the kishi or if there's some way to escalate my request? The kishi is just gathering dust and feels like a massive waste of money.