Checkers not so sixty sixty

I ordered from Checkers 6060 in Edenvale where i reside. My order was delivered minus 2 items. I phoned the customer service department and was told they would investigate. 2 and half hours later after getting told by the Cape Town call center man that due to irregularities at the store and my order, I would not be receiving the items. Then to be told that a replacement could not be delivered as the investigation showed irregularities. In other words I was either talking nonsense and wanted a freebie or the store had misplaced the items. I requested a refund into my bank account and not store credit as I will not be using them again. I really take offense to their customer agent implying that I was lying. Am I supposed to just accept bad service?