On line shop gone terribly wrong

I could not find the stock of a watch in store and then wanted to order on line - a helpful staff member at Tyger valley branch assisted me - unfortunately the credit card payment did not go through upon which I continued to eft payment. This payment method went through and was verified - but their site continued to say there is an error. I decided to try later - on arrival home I discovered the payment did go through but I received no reference number or order number. I contacted them the next morning and reported this - but got no feedback. Today after a phonecall I got feedback saying they can do nothing for me as I have no order number. So basically my money was taken / ****** - and I have nothing - no present for my husband on Saturday. I am seriously shocked. No-one seems to be trying to help me even though I have sent them the only proof I can generate which is my bank statement showing the deduction... surely this company cannot trade like this and get away with it! One shocked and disillusioned customer.