Why paid for iterms you can't have???

Am very disappointed with how the do their business, I placed an order using the app. I received my order and I had missing iterms when I tried calling the driver I was not connected immediately because I used a different number instead of the registered number. I logged a complain on the app was not assisted. I sent an email was told to log a complain on the app. When I went back to the it says it's too late they can't refund me but what about my missing iterms??? The sad part is that this is not the first time it's happening.