Slow/lack of response on undelivered item

On Monday I collected an order at big bird and found one of the items wasn't packed. I logged a missing item query with them and have gotten the automated reply via email, but no feedback. I've used Take a lot for years and have had good experiences with them, even in correcting an issue such as them packing an incorrect order and having to fix that. However, of late they are very slow. If their business has grown bigger, they need to employ more people so that sloppy mistakes like this don't happen and we don't have to wate for decades for correction of their errors, when we have paid money for our ordered products.