Incomplete order delivered, but states full delivery on order

I ordered 3 items on the 25th November, delivery was made on the 3rd Decemer, but only 2 items was delivered. I ran outside to catch the driver before he leaves, he then showed me on his phone that he only got 2 items to deliver. My online profile shows that delivery was made on the order......i have been in contact with Takealot since this incomplete delivery was made and the only thing i get told contstantly from various people at the call centre, is that "an escalation" was done. I paid upfront for this order and need this sorted out asap. I have now asked them to refund my money, but again an escalation!!!. i am LIVID