no order received

On the 6th of Nov I placed an order online on the clinique website as they had a special running where you get a trio of goods plus 3 free samples for orders over R500. My order came to R505 so I qualified for that I placed the order and made the payment the payment went through but no order was placed I sent an email on the 7th and nobody responded I finally called and they said the technicians Will put the order through the order was placed on the 10the of Nov however my free gifts was not part of my order so I had to call again they said they eill put it through manually it is 7 days since that day and the order is still processing I also sent another email on the 14th and still no response very disappointed I ran out of my toner and Im starting to break out