Yes, La Fuente was demoted, and I'm sorry to say that if you let the order finalize 2 months ago, there's nothing that SR Support can do. In the future, make sure you don't let orders auto-finalize. You can always take it to the Resolution Center to extend the finalization deadline. That way, it gives the vendor more time, doesn't affect your buyer stats, and allows you to remain in escrow so that in cases like these where you never receive anything, you can request a refund.