Shocking Service

Ordered online and their site said the transaction had failed but the money went off my account, tried to get hold of them twice with no response, eventually got hold of the payment provider and they could not reach them either. I went into a store and left my details with them and they contacted me to say that my order was still processing and that all was good. Then I get a notification that my order of items I need has been canceled without any explanation, this is now 1 month after I placed the initial order. Absolutely ridiculous.