Terrible service and no responses to refunds

I have been ordering from Takealot for years now but recently their service has gotten poor and down right devious, I ordered a hair serum with some other items the serum was not included as the delivery was done late in the afternoon and the driver was in hurry for some reason. I contacted their center got an email from Thokozani H asking me explain what happened I responded immediately after that all went quiet I've sent numerous emails but no response.