Poor customer service

Bought Vitromax pots on the 20th of November from Home Etc online ,l just called to check when my order will be delivered the lady was so rude and told me the order ddnt get thru yet the money was deducted from my account and l got a message from them that order was successful..Home Etc is this how you run your online store?? I’m really disappointed My contact ***

Kind Regards Monica