Lost shipment - customer services total failure!

Here is the status of my order number 4000056232

It has been lost at Heathrow since 7th January and its now 16th February.
Despite Seed’s terms and conditions stating
"If your order is notified as ‘traceable’ for 30 working days without reception, please contact your local post office and notify us. we will follow up closelyto track the parcel, and refund / reship in the worst case "
I have contacted the local post office and notified Seeed as requested. Its is now 47 working days since I was advised of shipment.
Customer service (Vivian) have been totally unwilling to abide by above terms even though they know the package has been lost, I have asked how much longer I have to wait before they will action the shipping contract policy. Despite asking more than once they will not advise.
I have lost total trust in Seeed.
This is extremely poor and in terms of customer service is total failure.