Bad experience

Its been 2 weeks since Makro delivered my order and 2 items were missing,i tried by sending emails and also called the online store to inform them,instead of them helping me or refunding me ive been told that they looked at their cameras and the products were packed they will call Value deliveries but each time i get a call asking me the same questions of how did i not receive those products so my question is why would i lie about 2 products not being delivered out of all 32 items i ordered