Non received paid item from Crocs South Africa online store.

I am highly irritated and disappointed in CROCS South Africa. There online store is pathetic. I ordered a couple of products online for my niece online and she only received half of the products. On the 6th of February I emailed them to query about this and they responded that they will investigate and will get back to me. The next day they emailed asking if the parcel box had been tampered with, which I responded that it had not been tampered with, they then emailed to say that the problem must have occurred at the factory and packing the parcel. I have not heard from them since. On Sunday the 19th of February I emailed to query about what was happening will they be refunding me or sending my product. Till today the 22nd of February I have still not received any communication from them. As it stands they have ****** my money. A "reputable", "well known" brand has ****** my money and I WILL NEVER AGAIN ORDER OR BUY FROM CROCS SOUTH AFRICA!