Bottles charged for products that were not delivered.

I made an order via Bottles on 22 January/2021 - order number 710745. On this occasion, I was charged for 2 products that were NOT delivered. List of the products that were missing- 1 PRITT Play Dough Set 500g R54.99 1 Kerrygold Butter Irish 500g R117.99 TOTAL 172,98 rands

I opened one ticket regarding this matter via Support - ticket number 120374. And Bottles have not given my refund until now. Then, I sent another email for the support and I received the same response, that they will process my claim and give my refund - It was like an automatic response. Again, nothing happened. I was played.

What else I ca do to have my money back?