Disgraceful for such a huge brand

I placed an online order on 13/04/2024 and completed the transaction by making a payment. However, I did not receive a confirmation email or SMS. When I contacted the store, they said they had not received my order and could not help me. They advised me to contact customer care, who also proved to be unhelpful. They suggested it might be a technical issue and promised a refund within 7-14 working days. This situation is completely unacceptable as I am now without food and money since the payment has already been debited from my account. As someone who works in the service industry, I understand the importance of ensuring customer needs are met and resolving any issues promptly. It is disappointing to experience such poor service.