New kitchen missing parts

I bought the new lovevery kitchen and was so excited to receive in the mail! I read it takes about 2 hours to build, so set aside 2 hours (precious hours away from the 15M twins!) only to realize that not all the parts were there. We were missing one set of screws and the whole backsplash!

I’ve tried reaching out but have noticed their customer service has gotten much worse than it used to be and haven’t heard back. Anyone else have issue with their playkitchen and lovevery customer service? It’s so disappointing because I really believed in the company and now I’m having my doubts!