Bad luck New balance

I made a purchase which has turned out to be the worse mistake. On 22/11 I ordered a pair of new balance trainers, money was paid and the order confirmed. However I have not received the item. I understand that it was the start of the black Friday sales, however I can not even track the order. After several emails, with replies that my query will be escalated, I called and was told that the order is not on the system. What does that even mean? Even a refund at this stage would mean that I would be unable to afford the said shoes cos the price has since gone up, considerably. I have no words to convey my disappointment and bewilderment at the bad service or rather the non existent service, not withstanding the whole black friday delay. That excuse does not hold water since friend ordered shoes as well Friday the 23rd and received his item the following Tuesday.