I heard they had SERIOUS customer service issues in the past, which had since been resolved, but custom knives are still typically on backorder for months. From what you're saying it sounds like you're dealing with an email automail reply which means your emails may still be unread. If you paid with PayPal or a credit card you can dispute the charge. If you paid with a USPS MO you can pay $5 for proof the MO was cashed before filing a claim for either lost MO or mail fraud. If you paid some other way you're out of luck.