Such a poor service from a store as big as Builders Warehouse

Purchased an item online five days back, never received order confirmation nor order number. I made follow up after a day after my purchase, I was told my order has expired and the funds will be allocated back to my online profile so that I can try and make a purchase again. It's four days later now and I haven't received anything from the store and I urgently need the item I purchased. Such a poor service. They wouldn't even refund me my money back so that I can purchase the item elsewhere.