No delivery after almost 2 months - Order Number ***

I've ordered a product online on the 27th of November 2018 and have still not received it. A lady phoned me to confirm that they were looking into it. She phoned me again and confirmed that the courier company first confirmed that they cannot find my order or confirm where it is. She phoned me a third time to confirm that they are now not responding to her queries. The last communication was that she would be speaking to her manager so that I could be reimbursed. I've seen on hellopeter how many other people have not received their orders. Am I going to get my order? Will I be reimbursed. I also work in sales and this is not the type of service I would give my clients.