Clicks' online shopping sucks

I placed my first online order with Clicks( order number *** )when I received the order one of the items was missing. I immediately phoned the customer service centre to inform them about the missing item. A week later I had not heard from them nor been reimbursed R128-00 for the item. I sent an email 7 August and received a mail that it would be forwarded to an agent handling my complaint. Another week has passed and I have still not been contacted about the missing item or the money that has not been credited to my account. I feel that this is deplorable service for such a large concern