Item ordered and bought online not recieved.

I bought an Epson printer bundle online which states it is a small office bundle. When the printer is bought you recieve a free Dell monitor with it. When my order arrived with many other items that I have ordered, the dell monitor was not there.. I tried contacting the business to explain my story and they kept sending me emails back stating my order is complete. When I tried calling them theres no answer. Is this how they rob and cheat their customers?