Lens Direct review: Lost order ##914315156

I ordered subscription lenses in December using my frames. The website order tracker notes my order having progressed to "Assembly & QA" on December 27th. Since then there has been no progress on my order and the only answer I can get from LensDirect staff is they'll get back to me.
The frames I submitted for this order are vintage '70's half-glass frames belonging to my now deceased adopted mother. They are very important to me.
Responses so far in queries regarding my order:
12/10/24 - expected arrival of my frames to the LensDirect facility.
1/2/25 - Lensdirect - sorry for the delay, we're working hard to finish your order
1/14/25 - Lensdirect - sorry for the delay, we're working hard to finish your order
1/15/25 - We're aware that we've gone a bit beyond our usual timeframe, and we apologize for any inconvenience. Your order is our top priority, and we're expediting it.
1/18/25 - I am so sorry that we have not provided you with your frames as yet.
I will get this issue re-escalated for further assistance.
1/22/25 - I assure you that I will escalate this to be looked into immediately and make it a priority to locate your frames and expedite your order.
I appreciate your patience during this time, and I will keep you updated with any developments. If you have any further questions or concerns, please don’t hesitate to reach out.
I've used three different contact methods. The only reply I've gotten has been via email.