No delivery and nothing happening!

I made an order. I was contacted to say that the order would come separately due to supplier issues. Not a problem. I received almost all of the order except for one bag of dog food. I queried it straight away. I also phoned. Nothing happened except the usual computer response saying that they are looking into it. Finally someone called Kevin called me and said he was sorting it. I complained to him that it seem pointless dealing with anyone as you never get a personal email address and each time you email or reply a new person starts and does not know what is going on. Well 8 days later nothing has happened. So once again I emailed and a NEW person rep**** and asked what items were missing etc etc. Does Takealot seriously not have some sort of record of what is happening on customer accounts? So AGAIN I had to start the process! Until this I have ordered a few times and always has been a breeze but their system does not work when something goes wrong!! I am very upset now as I don't have the dog food or a refund!!