Terrible online service experience and Refund

I placed 2 online orders yesterday on KFC online, 2 9 pieces with chips the website allowed me to place an order then proceeded in capturing the payment method which I choose to pay online with my bank card. Both payments went off first payment went off at 18:22 pm then another at 18:27 pm and was advised that I will receive an order confirmation by email. waited until 7 pm then I called their customer service center to check if there was an issue and reported the matter, the lady i spoke to said she logged a ticket on her side and I should receive ticket confirmation by email, I am still waiting for the confirmation from KFC. Order was made for collection for KFC Motherwell with the contact number ***.