Homechoice poor service in 2020

I have placed an order on 24 March 2020, I did not receive my order even today. The amount of the order which I did not receive is already added to my account as R500. Who do you think must pay that amount? How can I pay for something I did not receive? If they were out of orders they should have said because I have made up my mind that I do not want it anymore. All in all as a loyal customer, poor service I have received from homechoice this year. Call centre unstructured, very poor service indeed.