Bad service

I had my order delivered yesterday with 1 item missing and it is the most important item out of All. I messaged on Facebook and got a response 24 hours later however it was very very slow, I was told to log a return however on the app it says the product is not eligible for a return. I called the customer service team numerous times, the agents that answered didn't even know how to help me or what to say and guess what? They dropped the line on me. I spent r100 airtime so far and my issue is not resolved. I am expecting compensation for this and for the inconvenience and I want my item to be corrected. I don't want to return anything I just want the missing item. Pls get this sorted ASAP or else I will take this further