Non-delivery and failure to process refunds

I ordered my shopping online which was delivered on 31 March. As per usual, there were items charged for and paid which were not delivered. On this occasion, this amounted to almost R200. I contacted the call centre and was promised a refund as well as an email detailing previous refunds for damaged or missing goods. To date:<br> - no refund has been forthcoming and I cannot find record of any previous refunds either