Order not received

This is the a second time I am writing my review I bought a bed online I have been tracking the bed as per they email but from the day I placed my order still read as order placed no one has work on it to is the 19th when I reach to them on chat they told me the is still time I must wait for 19 as per the terms & conditions today I call them I am told sorry no one has work on your order we will push this matter how is possible for them to push they terms and conditions on my face and when I follow them they tell sorry for the inconvenience no one has work on your order is that the way the operate?