Still no refund for missing items!!!

I always loved the convenience of using PnP online; orders were mostly correct, with few out of stock. However, when items are delivered incorrectly, is such a fight to get your money back. Usually, I log a ticket, and the matter is resolved, not this time. I ordered four bags of Etosha Triquettes 5kg that was not supp**** in my last order. We made a note on the delivery note, and the driver acknowledged that the products were not in his van, instead, the wrong products (bag of wood and briquettes) were supp**** and returned to the driver. I have logged several requests to have the matter resolved, these are simply closed and asked me to rate the service, when I follow up the response is that they will escalate it to the store.