We do not cover questions like that here. You already have communicated with orders support, and we have nothing to do with that. This is a grow support forum and we allow members to posts about orders as a courtesy, just in case the email communications do not work for some reason.
It is evident that you have been and still are in connected with email@example.com and that is where the buck stops.
As mentioned; There were issues for a while last year and it put a strain on everyone. I have received all orders except one in that same time period. From holidays to February customs is diligent, knowing that the grow season is right around the corner.
Sorry for your discontent. Peace