Online Shopping

I made a purchase online on the 12th/12/2020 and my things were delivered few day later but one item was missing and I contacted them via email straight away when I arrived at home. They sent automated reply, I phoned the customer care next day, I was told they will look into it. Days went by no delivery until I contact their twitter account via DM. Makro Amanzimtoti contacted me and ask if I can collect the missing item since it was the holidays and couriers were not available. My response was I will try on Saturday but if I do not come and collect the lady I was speaking to must organize delivery after Christmas holidays. To this day my item has NOT been delivered and they only respond when you contact their Twitter account other than that, they send email automated reply. Last week Thursday I contacted their twitter account about fully refunding me for this item and on Friday I left my phone unattended for a minute or so. I saw a missed called from the number I assume is theirs, no voicemail or message saying we tried to reach please call the number, nothing. If there was negative rating for my experience I would have given it to Makro Amanzimtoti.