Missing Item delivery still no refund or replacement

I am very disappointed in how my query is being handled. I placed an order online on 25/09 and the item that was on promotion which i suppose to get for free was omitted once delivered. I have been calling every single day and all i am being told that they will call me back. And guess what NO CALLS OR EMAILS. I have to hear excuses that they are busy with high volumes... if so employ more staff or overtime but you cannot let your loyal customers suffer for your negligence.

What must i do to even get a follow up or an email stating what the hectic happened. How long must i wait for this item to be either refunded or replaced??? How many money (airtime) must i waste. Seems like im just giving and its a one way street. Im getting pathetic service from the call centre, empty promises with every single call probably just to shut me up. I urge you to request my details so that you can view how many online orders i have placed since lockdown never mind in store. So from now i would refer take my money and shop by your competitor because really it take one bad experience to loose me. So lets see how long it will take for someone to call me. my references numbers given ***1 / ***7