Poor customer service

I ordered an item on-line on Black Friday. I entered my banking details, got confirmation that the payment was successful, received an order number as well. I indicated that the item be sent to Makro Silverlakes. I checked my trolley afterwards, and the item was cleared from the trolley. I thought that all was OK. I later noticed that the payment never went off my account. I phoned Makro Silverlakes and was told that I should just wait for them to contact me. I sent an e-mail to ********** as well, and never received a reply. When I phoned on-line support, I was told that I should have checked within 48 hours and Makro won't honour the deal anymore. I do understand that on black Friday systems can struggle with the high volumes of transactions it must process. I just feel that I've done my bit to enquire and was assured that I will be contacted. Very upset and disappointed with Makro.