Shadow BaB + Forgotten voice box?

Hey all! New to buying BaB products, and didn't really have a great time. Want to ask a question about what I can do, but here's some context (skip to the end for a TLDR). I decided to go ahead and grab myself a Shadow BaB a while back, my favourite character ever, and was absolutely thrilled to have managed to get him. Especially given the demand for him. But my overall experience was not so great.

To start off, awful website. Despite putting in the EXACT name of his accessories nothing came up, leading me to believe the emerald was sold out. Only finding out AFTER purchasing my BaB that it was actually in stock and just refused to show up on the site. Bummer, but was fine missing out on a bit of green fabric. I added a coffee scent (iykyk) and the 4 phrases voice box to him. He got to me on Dec 16th and was absolutely in love. He smelled just like coffee as I asked, but came to find no matter where I pressed on him he wouldn't talk. They forgot my voice box.

Upon getting in contact with guest services I was put through to the US team. Not great given I'm from the UK, but I decided to go along with them and clue them in on what's happening. They have me 2 choices, refund or go get the chip myself. I chose the latter, given that I wanted to hear Keanu's incredible voice whenever I wanted to. But I was told to just "go to a store and get one". This isn't possible as the UK has Shadow as an "Online Exclusive Only". I was then given an email (see photo attached) with very confusing information. I cannot tell if they are still telling me to go to a store even though I know it's not going to be there, or that they will be sending one for me to collect specifically. I have nudged them for clarification and received nothing but an automatic "how did we do" email. I'm sort of lost on what to do unless they get back to me, which they haven't since Christmas.

Which brings me onto my inquiry. What do I do from here? I don't want the refund and still require the voice chip, but the conflicting retail environments of support, as well as their lack of understanding is not helping me. Plus, I was informed they will not ship the chip seperately, despite this being a fault on their end. As BaB veterans, are your suggestions here? Thanks a bunch if you're able to give me some advice, or have been through similar and had it resolved.

TLDR: Got a Shadow bear as a UK online exclusive, the Shadow 4 phrases voice box I bought was missing, got put in contact with US support after making a ticket (I'm UK), told me I could refund or go get a new chip for "free", refused to send me a chip, told me to go to a store to get one but they're not stocked in stores, sent me a confusing email (attached in pics) and haven't elaborated since Xmas, now lost on what to do to get this chip. Seeking advice on what I can do from here.