Missing item: refund required!

I went to the store in Sky City mall, paid with my bank card, waited a while for my order, finally got it and left the receipt and left the store. Got home, took out the food to eat but my order was missing some food. I immediately call them and repeated myself more than twice to different people then eventually was told the had no transport to bring the food. It's quite a distance on foot,closer by car. I told them I don't have transport either and would like a refund. Some days passed and nothing happened,they closed my complaint. I follow up on outcome as they never got back to me and was told the refund will take a long time and it's little money,I must come to the shop,told them I cannot and will not come as I felt like they were not willing to resolve the situation even though they had packed a missing order and now was being forced to come back to their shop by foot to get my food or my money back. I asked them to either transfer or proceed with refund. They said they will have to refund me and asked me for some details including card number,full names,contacts, date and time of when I bought and till slip. I gave him date and estimate of time as I was there for a while,they insist on exact time,I asked them to check their cameras,they refuse. Told them I also left the till slip at the store,they insist they want it,if they don't have it,where should I get it? I provided my bank card details and proof of the transaction from bank with amount,they insist on getting my bank statement. They are not treating me fairly and not meeting me half way although the whole mess started because of them and they feel my money is too little to fuss over. I want my refund.