Bad service - no response on on-line orders

I ordered 2 pairs of shoes on-line on the Black Friday sale. I received 1 pair but no sign of the second. If I logg on to my profile, it says my order is complete. If I phone, it takes me an average of 6 to 18 calls to get the receptionist to pick up the phone. I have left countless messages for Allen, the person who processed my order but with no reply what so ever!! And because I cannot seem to speak to anyone, I can't even ask for my money back!! I have never dealt with such profound incompetence!! I don't know what to do anymore!