Did I get scammed?

I placed an order for a custom elite series 2 Xbox controller back in November of last year and every time I check on my status it only says processing and I have not received a tracking number or anything yet and on the site it says it should be with me in 3-4 weeks of placing my order and it’s been over a month and I still haven’t gotten any update and whenever I talk with someone on the Xbox or Microsoft team they give me a ticket and make it a priority but then never get back to me. Should I be concerned? Or does anyone know how I can contact someone who will actually help?

:)