Frustrating and terrible service

That's frustrating! Here's a draft complaint:

Dear Makro Customer Service,

I'm writing about my recent order containing earphones, a heater, and lunch box snacks. Although I received the earphones and heater, the lunch box snacks were missing.

After calling makro team, I was promised delivery, but instead, I received a refund without any communication. When I called your call center, the consultant couldn't provide an explanation.

When I called again, I was told the driver had issues with my address, which is surprising since you've delivered to me successfully before, including another order.

I'd appreciate:

1. An explanation for the missing item and refund without notice. 2. Clarification on the address issue.