Still haven't received the Party Queen box set I ordered in February

[ayuuk]

I am seeking for advice (hope it's all right to post here in the enquiries thread):

I pre-ordered the Party Queen box set in February at Amazon.co.jp. However, on March 28, DHL informed me that the package was recalled and returned to Japan.

I emailed customer service at Amazon.co.jp, but they only replied that they would "investigate" the matter, and asked for my patience and understanding, while having no intention to fulfill my order.

My credit card has already been charged in full amount on March 24. I am really tired of all the wait, after all, I have paid for the item, as well as international express shipping. So I emailed them again and asked them to ship the box to me ASAP, but again their reply seems cold, only saying the investigation is taking "longer," probably more than one week. They still have no intention of shipping the box to me.

I am utterly shocked and disappointed to hear this. More than one week? It's April now, and all other shops have shipped box sets without problems. I don't understand what they need to investigate, as DHL has already confirmed that the item is back in Japan. Also, why do I have to be waiting for their investigation? To be honest, they can investigate or whatever as long as they want, but shouldn't they fulfill customer's order first??

Amazon's service has been very cold, and I find it very ironic that they claim to be building a "customer-centric" company (sigh).

Anyone has any good suggestion how to deal with them?

Many thanks.