Bad service donna

Iam currently experiencing bad client service from donna online Because of an item that was purchased on the 25th of july I havent recieved anything after their service promise is between 4 to 5 working days i have been calling then to death and keep getting the run around this is unexceptable because it seems like im not getting the item or my money back now Im the 1who has to pay to contact them all the time just to get some form of feedback because they just cant be bothered at all is this how u treat all your clients