It's crazy, isn't it? Not sure why the Q has such issues.
Here's my cousin (this happened earlier this year)-- she usually pays by credit card, but paid by check payment (ordered clothing--2 orders). They said they NEVER received the checks. The checks were never cashed either. She called her bank to cancel both checks to be safe. When she made repeat calls to CS, they didn't know what happened, and they told her to cancel the checks. My cousin asked if she should wait a little longer in case there's some hold up with them processing checks for some reason, and CS said no, to cancel (as if they were sure they weren't in process). Okay, so there's a possibility they got lost in mail, however, she lives in PA too -- about an hour away from Q's offices (the check didn't travel too far). She also mailed them from a mail box outside post office. Strange. She just canceled her entire order. We were just talking about this recently. I asked her if her checks ever came back to her...nope. She said she was still pissed about paying a bank fee for having to cancel the checks.
This happened to me twice --- ordered something and it never arrived. I waited several weeks. It could only be traced to my local post office (did it arrive...who knows??), however, both times the packages were not there (sure post). Stolen??? Never got there/never mailed out??? CS did re-send both (new) orders to me. I was told to mail back the items if they ever showed up. The original orders never arrived.