Newcloversinging

Hy, I would like to share how bad my experience with NewClover Singing, and to have some advices from you.

I have made several orders from her (something like a little less than 20), sometimes there were issues with orders but she solved them quickly.
Until happened what happened.
I paid a doll with make up, and I got the doll without make up. I have written her like 3-4 emails + an instagram message. And got absolutely no answer. .On instagram she even visualized and did not respond.

Two my friends that also buy from her got answer in these 10 days, of course about other issues or just informations, but they got answered. While me not.

10 days has passed and finally I decided to make a fake order on her website to see if she will contact me.
Guess what? I finally got an answer from her about the head, she said she will send me another head with make up, saying it was not her mistake but of the bjd house.

Well, I was happy about that but still wanted to know why I got ignored for 10 days while she was answering to other people, specially about a serious thing like that. (you know: she could have written to me: I will contact the company and let you know as soon as possible).. but no, nothing. I was for 10 days afraid I will loose my money.
Well, I asked her why she ignored me and guess what? I was ignored again. I wanted to make a new order and asked her how can I trust her and that I feel hurt, and guess what? Got again ignored.
Ok I know that she probably doesn't like me but I feel this is not the right why of behaving.
Ghosting is wrong and is bad, but it's even worse when a shop is doing it.

For those who say it takes time to contact companies, my friend had the exact same problem I had with the same company 20 days earlier, and received a response from Christina in only 1 day. So when she wants she responds quickly. But even if she had not a quick answer from company this second time, she could have just said that she will contact them and let me know. I have no problem waiting, but just don't disappear.
It also doesn't justify the fact that she is not even answering my questions about the new orders, as she always answered me very fast in 1-2 days. I have made a lot of orders and I always got fast responses so this is something strange happening here.

Does some had a similar experience to me? What should I do?
I always was ok with Christina, or I would not make so many orders (I counted it now, I have made 17 orders).
So I'm just worried.