Worst customer service

I ordered some products online on Black Friday to be collected at Northgate Hypermarket between 10am-2pm. The truck only arrived at 13:00. So many people were waiting for their goods that eventually they started jumping into the truck to get their own goods before they got offloaded. From my parcel I was missing a few items. When I wanted to sign my release form the person in charge told me not to worry as people had taken their goods without signing. I however did and wrote down the missing products on the delivery note. I wrote an email to PnP on the 26 November- NO RESPONSE I wote another email on the 28 November -NO RESPONSE I wrote another email on 4 December- NO RESPONSE I then phoned them 5 December- was told they will get back to me Got a call on 6 December to say they were still waiting for feedback. Got an email to say they are busy with a refund. I don't want a refund but a replacement as the products I purchased are not on special anymore. Haven't heard from them since. Absolutely disgusted