[tumaru]

Yup, which updated to "sorry there has been an unexpected issue". When I contacted them they told me I had to tell Google to raise an investigation, as it's not normal for the tracking to stop updating. I don't know if the order was stolen, or the driver had an issue but at this point with no useful information I just want to cut my losses.

[beardyw]

I'm no expert at this, but I would have thought it a more solid case to demand the goods, which after all is what you wanted, until there is evidence they won't be delivered. Less likely to raise suspicion? I may be wrong.

[tumaru]

Either way it seems "an investigation" is needed, which despite claims to the contrary made late last week, google have not done yet.

At this point, it seems clear that the item has been lost/stolen, but I'm still in the same impasse whether or not I ask for a refund or a replacement. A black box of heavily-scripted "support" that can't actually reassure me that this is being looked at.