I actually had a very different experience to this. Back last year when there was not so much to do in life I contacted them about spare keys for an ancient basic lock. I entered the key number into a webpage and didn’t think much about it afterwards. Several months later I got an email apologising it had taken so long and then a little while after keys arrived (I think from US).
I did the same thing for a lock my wife owns, nothing for ages then a message saying keys would be sent. They have not arrived yet but I am hopeful after the first experience.
I would buy Kryptonite again but will hope not to as that is likely to mean a bike has been stolen.