Order Lost In Transit and No Replacement Yet

I ordered a new phone with Xfinity, however FedEX informed me that the order got lost in transit. I messaged Xfinity and they created a case. It has now been almost two weeks later and they keep on telling me that the ticket is still open and they will get back to me. I have never heard of a company not sending a replacement order out RIGHT AWAY if the order gets lost in transit. I have an email from FedEX stating that the package is lost and on the website it shows as not delivered. I don't understanding why as a paying customer, I have to wait for whatever it is there investigating when it has nothing to do with me. I paid for the order, I didn't receive it, so send a new one. It should be that simple. Every other normal company works that way. I am shocked and frustrated.