Clothing item not included in my delivery

The worst online service I have EVER experienced! I placed an order on 31/12/2017 and paid R45 for 1-3 days door-to-door delivery but my order only got delivered on 09/01/2018 with 1 of my items not included. I immediately sent the MRP support team a mail querying this and there's been no response. I sent a mail again today (10/01/2018) with the invoice that clearly shows that I didn't receive 1 of my items I paid for and there's still no response from my first or second mail. Firstly, I find it ridiculous that there are delivery payment options that MRP doesn't stick to and the fact that I had to hound the support team via mail and telephone trying to find out what the real issue was for not receiving my order on time. Secondly, now that I received my order, I must struggle AGAIN with a refund/voucher for the item that was not sent - that I paid for and there was no communication with me that it wouldn't be sent for whatever reason. MRP online is honestly just a nuisance.