New Balance online bad service

Horrible experience from the New Balance online store. I ordered a shoe from them on the Black Friday Sale. It's been 10+ working days and the delivery has not arrived. When I checked online it indicated that the order was canceled but the money was deducted from my account. I tried reaching out to them via Twitter and even called the Head office with no luck. I than sent them an email with the proof of payment and got an automated email response and no one has bothered to call to follow up about the issue.