Bad customer service

I purchased several items online from pic n pay and paid for them. They were delivered on 6 January this year, however, 1 item was not and the courier couldn't tell me why. I tried calling the customer service number several times but the call kept dropping, I sent an email on the same day but to date, no response/reply to my query. I would like to know where/why this particular item was not included and why I haven't received an email update.