Such awful service. Buying online should be hustle free but with MAC it's been nothing but a horror!!!

I placed an order online in the 26th of November and to this day I have not received. I called your customer service centre and I was told to send an email which I did on the 4th of December and to this day no one has rep**** to my email. I then called again yesterday the same lady informed me that my order was not processed seeing that I didn’t receive an email with an order number but the money was debited from my account. She then said there’s nothing she can do and that I need to wait for them to respond to my email and they are taking forever. I cannot believe the service that’s being rendered by MAC it’s appalling.