New Balance Online

I placed an order with 3 items online. Paid for it and only received 2 of my items. I immediately contacted New balance customer service via email as that is the only option and was given a ticket number by a person called Kay-lynn. My ticket number is ***. This was on the 3rd December. Today is the 10th December and i have since been emailing this person and getting no response at all for my refund. This is theft and I would appreciate it if my money an be refunded as I am being completely ignored by New Balance. I am very disappointed in this total lack of regard from New Balance and their total lack of interest in refunding my money. Please help me get my money back. Thank you