Missing items & no reimbur*****t

I am totally fed up! We do our monthly online shop with PnP almost every month. For the past few months each time we have found a few items missing. When I called Customer Services I was told that they cannot reimburse as we hadn't checked through the items upon delivery. I asked if time was allocated to each delivery so that all customers can tick off each and every item delivered as it would easily take an additional 30min to go through an entire months shop. <br> Move along to our order delivered on 28 Jan 2016. According to the delivery guy there were about 3-4 bins missing. He went back to Fourways and came back with 3 bins. We went through and found almost an entire bins worth of items missing. We marked off what we could on the invoice. After he left I immediately called customer services and confirmed the missing items with them. I was told we would be reimbursed within 5-7 working days. We still have not been reimbursed. I have made numerous calls to follow up. Today I was told that the online manager has said they need to investigate it and pull the original invoice to check what was noted as missing. Why has this not already been done????!!!!!!