Poor service from Clinique

I recently bought products from Clinique online and although I paid for my order, the order stayed in the checkout box. Ihe money was refunded without any problem. I tried again and the same thing happened. After a week i enquired as the the where abouts of the refund and I was sent proof of payment which clearly states there was an error in the payment as well as having no bank reference. When I enquired and told them the repayment wasn't processed, I was referred again to the supposed deposit and told to refer to my bank. My bank has NOT received any payment. It is impossible to contact anyone as they only have and online platform. i am unable to phone and actually speak to someone to get this sorted and I am out of pocket in excess of R1000. Very disappointing as I like the brand but not likely to use their online platform again.