Order not found on system but money taken from account

I ordered a couple of staff on the online platform on the 30 Nov and paid. A week passed by with no communication on my ordered. I followed up today, 10 Dec and got notified that my order was not received by the company although money had left my account and they can see it from their side.

A refund will be processed and I will receive the money in 5-7 business days. I needed the staff for this weekend and now I can’t even get my money back in time to repurchase at other stores.

I am told that the website has a glitch and at times does not reflect online orders but I should order online again with a “sorry code”.