Wrong order/lost order

I received a wrong order from woolies of clothes I bought online and I contacted them same day to let them know I was told to wait for 48hours which I did but when I called them back they telling me they can't find the owner of the order I received thereof they can't send my order because they don't know where it is.

I don't understand how that is my problem.Such a ****ty online services worst part it's not even the first time this happening.