Pathetic service and non existent communication from Takealot

Order *** I collected from a pickup point 6 Dec. Upon opening the boxes I found 1 item missing. I called Takealot immediately to notify them. They sent me a support ticket and asked me questions about the order which I answered. They told me to expect feedback in 48 hours. 12 days later and not a word from Takealot. Either on their own or in response to my multiple emails and new support tickets requesting to be updated. Called them today 18 Dec to be told they will log another call for feedback and I must await another 48 hours which we know is a lie. They obviously good at taking money and shipping goods in a happy workflow but have no service design in how to handle expecting flows when their service fails their customers. Can I get my missing item or a refund!