Short delivery no refund co coms

I ordered 4 items from makro onlune. They have delivered half the stuff very late. The either 2 items never arrived. I have sent many emails and either get no response or an email saying the query has been sent to the relevant department. No feedback no refund... TERRIBLE service and i cannot get my money back for goods i did not receive. . Shame on ypu makro online..... this is disgusting service... what do I need to do to get some response????????