What customer service

I am so dissappointed in Toys r Us. I have given their online support over a week to call me back but to date no one has had the decency to assist. I spoke to a woman who advised she was the online manager. She was not helpful and I should have known when she advised someone higher up with some sort of authority would call me, she had no intention of doing this. Never mind all the emails sent since that are ignored. When buying hatchimals on the Black Friday special the payment failed but the item was still sitting in my cart. I tried calling but the call centre was closed. I went in store and was advised as online staff dont work weekends it would be sorted out on Monday only on the Monday to be told I cannot have the item at the same price because i was misinformed. Please explain how this is my fault? My payment is still sitting on my order I can see it when online. I was told that is not how online works. I work for an online company have have bought online numerous times this is the worst experience ever. I advised I would then do an eft if they are no longer able to put the payment through but was told this is no option. How is this acceptable. My order is still sitting there. It would be great anyone with some sort of authority bothered to call me back but I get a feeling that they are not bothered about their customers. I am very dissappointed.