Poor Customer Service, refusing to refund back missing item

I ordered 4 items of which one was missing. I have chased this up with Takealot whereby Zulpha responded and asked for my order details etc.. I provided everything I was asked for, she them responded after 4 days stating that the distribution centre admitted to their error. I have been chasing updates and assistance for the past 2 weeks and I am still not getting any responses. I also requested their complaints process and still received nothing. All I want is my refund.