Estee lauder not for Soweto

I placed an order last week I think on the 7th or 8th, then the 9th I recieve a text to expect my order later that day and only for it not to arrive, the 2nd day after I get an apology about my order not arriving, so today the 15th I contact them only to be told my order doesn't have a tracking number (false information) then I screenshot the text I received last week which had a tracking number, then after I'm told my order was taken back to the Estee lauder warehouse, so meaning I would have waited forever because I was never told this, I them ask for my matter to be escalated then again I'm told should they fail to deliver I'll be refunded ( I never asked for a refund) even now it's the 15th March .Time 19h20 I still want my order

So now I'm sitting here wondering if someone in the suburbs would be getting this treatment/service I'm beyond hurt as a first time buyer but clearly they don't care about my cents because that's definitely the tone I'm receiving.