Order not received...

In September I ordered 3x bags of Feline Cuisine cat food and 5x Cable ties using the Makro App. I did receive the 3x bags of cat food but did not receive the 5x cable ties. I sent an email to the makro support to ask where my last delivery was. They sent back a picture of proof of delivery for the cable ties with a signature which is not mine. I emailed Makro support again and explained the problem, I received no response. I have now emailed 2 more times and still have not received any response 3 weeks later. This is unacceptable from their support team. I did not receive my order so I would like my account to be credited and they need to sort out with their couriers what actually happened to my order.