Onlign shopping

Use the e-commerce website placed the order on 14 November and up-to-date they have no record of the order the money has been deducted of my debit card. Phoning up the head office inquiring about the order they promise to get back to me I had to contact again the next day for noone came back to me.I Contacted customer services with no success had to leave a message for them to get back to me.I am still waiting to find out what is happening with the order or the credit for the product I orderd that shown stock avalible. Did not Expect such service from a company spending so much money on advertising.