Missing office chair wheels

I purchased an office chair online at Mr Price Home and paid in the Mr Price Home store in Somerset West. The purchase was made on the 10th of October 2020 and the items were delivered to us on the 15th if I'm not mistaken. Upon opening the box we realise that the office chair is missing wheels and therefore we can't assemble the chair. I immediately called the Mr Price home head office and I was instructed to send an email to *** with the picture of the chair and my order number and I was promised a response in 48 hours. I emphasized the importance of the office chair and that I did not buy the chair for mere decoration. I gave them 3 days and when I realised that I still havent recieved any communication from them, I decided to call them and asked what is the way forward. The women I spoke to (I've forgotten her name) said that she has sent an escalation to the appropriate people and I should expect a phone call or an email the following day. I gave them 4 days and still no communication from anyone. I called today at 8:06 am to ask what was going on and my call was forward to support. What made me more frustrated is that support put me on hold for about 15 minutes and still nothing was resolved and all I need is the office chair wheels to be delivered or a full cash refund.