Order short delivered but finalized on the app!

I ordered items on the Superbalist app 11 September 2022 and the order was delivered on 13 September 2022. To my disappointment, 4 out of 12 ordered items were not packed in my delivery. I emailed the Superbalist for help and to date the matter is still being investigated and I am now in urgent need of the items paid for but cannot get them. This is very frustrating as the only way I can speak to Superbalist about this matter is through emails as there is no telephone number to reach them on. When they respond to emails they tell you that the matter is still under investigation. This is unacceptable as had I anticipated this issue, I would have went to a physical store to shop because there I would not have walked out of a shop without items that I have paid for!