Order not delivered

Hi This is about my order which I placed last month, I paid through online banking, When I checked the order status its showed that its delivered, but it didn’t.
When I wrote them they mentioned that we will investigate and update you.
I didn’t receive a single call or mail. When ever I write them I get a system generated mail mentioning that we will update you.
Is this the way Snapdeal make money.. Is it a fraud company?