Any idea how to solve a problem with Google Play Store or even find a more senior person than front line customer service reps?

I ordered a phone from Google Play Store early last week. I have not received notice that it shipped. I've had a number of phone calls and emails with them in which a series of customer service reps have given inconsistent answers as to the status of the order, including it has shipped (but not clear when or from where), it has not shipped, there's a problem processing payment, there is no problem with payment.

All the reps seem able to do is escalate the matter by emailing "specialists", but this does not seem to answer anything. They say it is not possible for me to talk to a supervisor. Many say internal turn-around time for them to get answers is about 24 hours.

At least they've all be very friendly, polite and say they are eager to help.

Any suggestions?