dissapointing services overall

I order online on the 24th, the day am supposed to receive my order, i get an email that certain items are out of stock, then get another email stating that my delivery in on the way. I go to Jabulani Mall to collect my order, the supervisor/manager opens the box and I check the contents match the pod paper. there is 1 item missing. The suoervisor/manager lady provides a phone to call the online department and the lady i speak to notifies me that someone will call me within 24 hours. to make matters worse an email i got needs me to submit an ID copy for the a refund of the items that are unavailable. anID copy for 100 rands refunds that is just crazy.