New device lost by courier

I ordered a new device (iPhone 17) via the TELUS Webstore, over a month ago.  The courier "lost" the phone and TELUS refuses to send out a replacement, citing "policy" that they have to complete an investigation first. I've had countless emails and discussions with the Webstore, with no resolution in sight. They promised a manager call-back...that never happened. It's all just a lot of hot air and no action. Does anyone know how to escalate this to someone who can get it resolved?