Online orders and refund nightmare

I purchased online on the 27 of November 2024 and one item out of my order was not delivered, I spent my whole December calling their call centre to have this resolved and everytime I call **** promises were made. Finally at the beginning of this year I started going to their store in Germiston to try and get this resolved to say they are as useless as their call centre is an understatement. I even gave proof that I sent to their manager that I did not receive the item and everytime **** promises were made 2 weeks later I am still waiting. I don’t know what else I’m required to do now sell my soul to get my money back.