Shipping process

I ordered the Airpods 4 almost a month ago now and while it said it was going to be processed and shipped possibly on the 21 it has not, or so that's what the app and order status says, After making several phone calls first saying that they would "expedite" the air pods and then proceed to call several days later where a different agent told me they were in fact shipped on the 21 and that the courier must have lost them, and they would be contacted to try and get them to replace them. I'm starting to think that the agents don't really know what's going on and are just trying to BS the customer. The order process on the app still says processed not even shipped. I'm starting to get real frustrated as I am going to have to pay for something I don't have, I am clearly being lied to and I would advise people to be cautious when trying to order from TELUS. if something isn't in stock I would understand, would still be frustrated for not being told that when ordering however at least I would know what is actually going on not sitting here wondering. I am beyond frustrated and disappointed.