Poor customer feedback

I've done business with Bonpak Johannesburg for quite some time. The past year service has really gone for a dive. I've ordered & paid for cosmetic jars end of May 2021 & upon receipt only received the jars. About a month ago I only received the caps. I'm still waiting for the shives that are the most important component. Note that this item is sold complete but in this case it was not so. My emails are not answered & I'm battling to make contact with a person higher than the manager. I've been told on various occasions how busy they are ... Aren't we all? I'm not patient anymore nor understanding as this issue has been going on for 5 months already! Is there any way I can get to a more senior person than the manager?