Merch team not responding

I’ve been trying to get in touch with the merch team for over a month now and I’m still getting no response. Neither is my patron. She should have gotten her merch in May, but she hasn’t.
I’ve been sending daily emails to merch@patreon.com, but nothing
I’m paying $1500+ platform fees each month, so I expect proper service for my patrons.

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Hi @ArtwithFlo, thank you for reaching out and bringing this to our attention. I’m terribly sorry you haven’t heard back from yet, but rest assured I just surfaced your message to the team and someone will be in touch with you via email soon. Thank you!

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I have the exact same problem. I asked a few simple questions about how the merch options work. Got ZERO replies. Very disappointed.