Black Friday ****! I want my money back!

We really must learn to do our research before buying online. I made an online purchased for Black Friday and received someone's order. I am based in Joburg and got an order of someone based in Durban. How did a Company Like Estee Lauder get this wrong? I sent an email and no response, not even auto response! Disappointing really. I called the call center and after waiting for almost an hour a lady who answered told me that i cannot get my order back and just gave me a "sorry mam" and promised a refund. I'm till waiting for my money. This is a **** and wonder if I'll ever get my money back …. Estee Lauder you need to sort this out.