Bad followup on online sales

My wife responded to a pop-up ad from Manicaa.com and paid for an item on 16 August using her debit card. To date she has not received any confirmation of her order or any other details such as ETA, order number, invoice, etc. After multiple attempts to phone the number listed on the website, we decided to email ***. We received a reply saying we needed to give them the order number which we never received in the first place. We have given them a screen shot from the banking app showing the date of the payment and the amount, but we have not yet received any meaningful acknowledgement of the order. They have been paid and they are in possession of our money, so the least they could do is acknowledge our order and payment.