Item still missing, but issue resolved without an explanation

For safety reasons during this pandemic, I decided to purchase online at TFG on 19th May 2020. On Sunday 24th May 2020, I received a parcel and had only opened the parcel after the driver had left due to safety precautions. The content did not belong to me. I then noticed that there had been another waybill in the waybill sleeve, containing details of the actual owner. I logged this on Monday 25th May and was advised that a collection would be booked. I then received my parcels on Tuesday 27th May, arrived in two batches with different drivers, except the Boys Dino Sneakers was not in any of those bags. I logged this with customer service and received reference number: RM234966. Each time I have to call TFG to follow up, because when I email I am advised that the item was delivered, and after each call, they are liaising with the supervisor and will contact me with feedback. Almost 2 months later, still no response via email nor telephonically. I emailed again on 13th July (else no response If I don't follow up) and received a response from Richia Dempies that the issue was resolved. No explanation whatsoever, no mention of credit, no mention of replacement, just "We acknowledge receipt of your e-mail and apologise for the delay in response. Kindly note the the RM234966 has been resolved". And still no collection arranged for the item that I logged on 25th May 2020 and had to follow up last month again, to which only then did I receive a reference number RM242545. Please advise how this was resolved! I have had enough of TFG's *********** staff, sweeping their mistakes under the rug and just stating that the issue was resolved without explanation.