Network Tool Warehouse important parts missing in package, no return call, email even if promised to do so Cleveland Ohio

bought the item 3421-97 genisy system 3.0 software and hardware starter kit but the software (cdrom and supercard ) was missing. They received our complaint many times over and over again like phone calls, faxes, emails and keep on promising (Fred ) to let his supervisor ( Kyle ) know about the situation and see what they could do to resolve this situation.
Since they aren't oblige to have a checklist as a proof of verification of whatever they send via parcel, the credit card company won't move neither since its a u.s. company and not in canada where it is an obligation.
3 weeks and many phone calls never change a thing except for the over the top reassurance that something will be done as soon as his supervisor will be available.

If this is a way to treat a consumer without any decent feedback then we will have to keep on doing business on the north side of the border since the consumer is better protected against the grey area of the law for parcel delivery .. whatever it is for a 100$ worth of goods or a 1000$.

Francois
quebec, Quebec
Canada