Extremely disappointed. Review online store purchases

I am extremely disappointed in the manner that keedo handles disputes or queries. Is this not a store that sells good quality clothes for our kids? I bought items online , payment went out of my account , they couldn’t trace it , I sent proof of bank statement showing proof. I’m still waiting for feedback, been calling - all I’m receiving is it’s with the finance department. How long must a Custumer wait to get a Response( something to think about when updated your policies) it’s been more than two weeks and I don’t know where my money is sitting . The sale is even gone !