Items charged for but not received

A month ago I ordered online groceries. My booking was at 10am. The driver came here after 5pm. When asked to check the items he said to us no its fine, everything is well and that his deliveries is delayed and that he is in a hurry. After unpacking and checking the boxes there was items I was charged for that was NOT in the boxes and I dont talk about the unstocked items. I phoned them a couple of times and sent about 10 emails. Every time I should explain and tell the whole story over. I am still waiting for my refund. This is just unacceptable. Not a way to treat your customers. I ordered many times online and this happened the first time, but surely you can do my refund so that I have that money to go and buy the items they didnt send. Non stock items I was refunded for but why do I not get my refund for my items I was still charged for on my Invoice and didn't receive. Not everybody just have money to go and buy more.