Not what i expected from such a big company.

I ordered 4items and only received 3. Logged a call regarding this got one response .i need to know why should i suffer for something i never received yet i paid for it?? I thought a replacement would do fine,but only to be ignored as a customer... Now i have asked for a refund am told it will take up to 5-7day fof it to be processed,wow..why because i NEVER received what i had ordered n paid for???? Is this how customers are treated