I have had several successful contacts with BC customer services, two in the last 6 months resolving damaged or non-appearing items.
If you go to "Purchases", accessed through your profile picture, on the BC site under each purchase you should see a 'order help' link, follow this and you'll be presented with 5 order help options.
It's a different layout on the app but essentially the same steps.
In every instance I've used this it's either led to the issue being resolved directly by the seller or if not by BC intervention on my behalf. They like you to contact the seller in the first instance.