product not recieved

i made a purchase on Nov 3, 2015. i have since not received my product. i sent an inquiry on Nov 25, i was told that it had been received by someone i don't know. i was then told that further investigations will be done and they'll get back to me within 24-48 hours. it has been 10 days now. I sent them a reminder 3 days ago and they still haven't got back to me.