Poor Customer Service....

I bought some groceries online last week Wednesday 23 Nov 2022 which was delivered to me on Saturday. Upon unpacking my groceries I noticed that one item was missing, I then phoned the online department and a ticket was opened for me with Reference number ***. I was told that someone was going to me a call but instead I got an email on Monday, 28 November at about 15:07 from Sinenhlanhla Magwaza (Incomplete order MAK***) stating that they would revert back to me as soon as they have feedback. On Tuesday I followed up, no reply, on Wednesday I followed up, still no reply and then at about 16:31 I again phoned the online number...to my surprise I was told that I had requested for a refund. I explained to the lady that I still needed the outstanding item and not a reply...she said she will escalate it and someone would me a call on Thursday, 1 Dec with an update...AGAIN nobody phoned me and I phoned the online store again - so the short story is that I'm still waiting for my stock and no one is updating me. I'm so disgusted with the service - I know I'm not an important customer to Makro despite that I do my shopping at Makro every month (I can give you my Makro card number and you can see for yourselves). I don't know whether I'll be get my stock before Christmas or not or I must just hope for the best.