Estee Lauder Companies bad service

Good day, I placed an order on the 18th of November and it has gone through my bank account on 23 November but to date I have not received it. I called the Mac customer service and after listening to terrible music for 40 minutes it hung up on me. I sent 2 emails but 5 days later still no answer. I called the Estee Lauder Companies customer service times but it rang out every time. Live help doesn't work and this is the 4th time I'm trying to complete this form. Am I to believe that I am out of pocket for the R945?