SEVERITY & EMOTION ANALYSIS: Severity: Medium-High. The customer's underlying need is urgency and reassurance, they have a real deadline (this weekend) and feel embarrassed and unheard. The strong language ("ridiculous," "worst experience") signals frustration building toward public complaint if unresolved. RESPONSE: I completely understand your frustration, waiting two weeks for an order that hasn't arrived, especially with an event this weekend, is genuinely stressful, and I'm sorry we put you in that position. This delay is on us, not something you should have to deal with. Here's what I'd like to do: I can either send you a full refund right away, or ship a replacement with expedited shipping at no extra cost, whichever works better for your timeline. Just let me know which you'd prefer and I'll process it within the hour. We're also looking into what caused this delay so it doesn't happen again. Thank you for your patience, and please don't hesitate to reach out if there's anything else I can do to help before the weekend. RISK FLAG: Medium risk. The phrase "worst online shopping experience ever" suggests potential for a public negative review if not resolved quickly. Given the time-sensitive event, fast response and expedited shipping (if chosen) are critical to prevent escalation. TONE NOTE: A warm, urgent, and solution-first tone was used because the customer's primary need is speed and reassurance, not lengthy explanation, given their real-world deadline this weekend.