My order is lost in transit. Replacement has never been shipped

I contacted customer care and the agent told me that my order was lost in transit. He proposed me a replacement and asked for the adress. I gave all the information. But the week has passed and replacement has never been shipped! Ship my order finally!
Ticket ID: 92886

Hi @meelboy77
Thank you for providing your ticket ID.
Your ticket has already been answered and device replacement submitted.