Horrible customer service at Parkview Bride & Co

I bought a dress that was on sale yesterday while making a payment there seemed to be a problem with their speed point it was slow but the money went out of my account and showed the consultant the transaction on my online banking, after waiting for some time she told me that the transaction did not go through but I told her that the money is our of my account she said that it will reverse in the next 24 hours. Today again I called them and they told me that they can see the money but they want to make sure that it will not reverse so I must wait until Monday, I then told them that they must reverse it from their side since they did not give me any receipt for the transaction so I can't go to the bank they told me that it's impossible because they are a big company So they have my money and the dress and now one is willing to assist me.