Where the hell is my order

This is for Miladys. I placed an order last week i haven't received any feedback. Today I contacted Miladys headoffice but was told that my order doesn't exist yet I placed an order on the Miladys website and my card was charged and money taken so where ther Hell is my order

This is totally unacceptable. Should I not receive an urgent response I will take this up further as this is totally unacceptable.

Regards Shalini