Can I please get feedback

Hi there, I order shoes online on the 24th of November. I was told delivery takes 3-5 business days (I stay in Johannesburg), I received an e-mail with the shipping details but nothing further. When I insert my shipping ref number it says the order was cancelled by a 'Vusi - retail no longer required'. I phoned the call centre today, a lady told me the order has been finalised but that she would phone me back - no call back received yet. All I want is feedback, how difficult can this be, please do not ruin a normally very good company reputation that you have with me...