Makro Online Incapable

We received our order on 25 March with missing item. I checked with the driver and he delivered the 5 items marked (which was hand written). But there should have been a 6th item. I notified Makro on the same day and only got a sms on the 5 of April stating sincerely apologize for the delay in response and actively looking into it. Then nothing again. I raised the query again and included customer service. Customer service rep**** on 24 April that they will escalate to the fulfillment manager but just radio silence from Makro online. How can a simple issue not get sorted in a month.