Missing item from online order

I’m truly disappointed in Ackerman’s online. I’ve been a regular customer for over 2 decades now and for the first time I had an issue with my parcel missing an item. I immediately contacted the customer service team to inform them and I was told I would receive within 72 hours but guess what it has been more than 136 hours with no feedback. When I call the customer service to enquire about this, I’m being told that my enquiry hasn’t been attended to yet and I must be patient.