Oh my!! I'm so sorry that happened to you. I would be very upset, and rightly so I would say! They should refund your money. What type of package did you use? I only ask because I don't want the same thing to happen again.
No one will mind if it takes a little longer for her to complete your row. I still haven't recieve my row to work on either. Try not to stress yourself out about this. It's hard I know, but remember what they say...Will this really matter in your life 5 years from now?
Sending you a hug!