Aussie Chains Direct

I and my friend ordered online a package of 2.4mm Ball Chain 12cm Swing Tag [100 Pack] Silver Chrome Finish on 29th of September and made a payment on the same day. However, when we looked at the website, it's written: "This order is marked as Awaiting Payment". My friend emailed them about the issue yesterday and we have not received any response since then. And, they said on their website: "Please contact us via email for a guaranteed same day response". Felt disappointed of this customer service.