Pick n Pay Constantia - online order and charged for item not supp****

I used Pick n Pay online shopping to order groceries so that I could just pick them up from Pick n Pay Constantia after work in order to save time. When I got home and unpacked everything, I noticed that an item was missing and I e-mailed customer service the next morning for a refund of the item not supp****. That was on 13 September. I have been through two rounds of ‘customer care’ and have still not been refunded or provided with the item. Very disappointing, poor service from Pick n Pay in general and the Constantia branch in particular.