STOP BUYING ROM ESTEE LAUDER

Twice now that I have purchased on line, my money taken from my account and a few days later I receive a mail saying my order cannot be traced and I will be refunded. The first time I waited over three weeks for a refund. The reason for on line buying is that I WANT THE PRODUCTS. It is impossible to physically speak to a person at Estee Lauder and both the chat line and Whatsapp Customer service cannot give me a reason for this happening. I would not recommend dealing with the Estee Lauder Company - most disapointing experience.