Anyone else paying with Bitcoin and ILGM claiming not receiving the payment?

First time purchasing here, they haven’t receive my bitcoin payment. It’s been more than 1 week. Bitcoin technology is very reliable, there is not such thing as loosing the payment. The transaction is publicly available to view by anyone. But customer service can’t find it!
I shared all the payment info, but they didn’t receive it!

As a new customer, so far this ILGM seems untrustworthy. I lost money, and I won’t order again, unless they magically find my ‘lost payment’.

Anyone else experienced problems ordering with Bitcoins?