Missing item and no assistance

My boyfriend ordered a scrabble set from Perfect Dealz several months ago however it arrived late and then upon investigation it was also missing a cotton bag. On the adverti*****t as well as on the box it says that the game comes with a cotton bag. I have emailed them on three separate occasions asking for assistance. They responded once saying they will investigate, this was in October. I have emailed again and there has been no response. I am incredibly disappointed and dissatisfied with their service. Not only have they falsely advertised their product, they refuse to refund or resend a new product. I am disappointed and frankly angered by their complete lack of concern or help. I would not recommend them to anyone and would rate them with a zero if that was possible.