Disappointed

My daughter needs a book to start her studies and we ordered it on line in the form of an ebooks my we did the payment and sent the proof of payment through, my daughter was told that the ebook will be sent within 48 hours, it is over a week. We are dealing with a lady named Michelle via email she responses after 2 days to email that's follow ups on our orders, I sent an email at 7.30am and till now have not received any feedback. This is the most pathetic service I have ever received, the payment cleared which means they sitting with the money in there account and I am still sitting without a book. We were asked for the reference number twice and have not heard a thing.