Bad online Service from Clinique

I made an online order via Facebook on 6 Oct, money went of my card, I have been trying since then to find out where my order is en when I can expect the goods I ordered. I have made contact but they ask me my email adres and that is where the conversation ends, every day I attempt to ask again and there is no resolution!!! Everytime I ask soneone must call me but they simply ignore the request!!