Unhappy & Poor service

I bought baby soft Toilet papers on the 9th and on the website it shows payment received but the last time I received a call from the custom service I was told the payment doesn’t reflect on their side and till today I haven’t received my order and it’s draining because when making the payment it was an easy process but now am being told otherwise about my delivery. It’s sad because the lady I spoke to advised that she is not sure if I will still get my order .