TFG won't assist with missing online delivery item - RM163670

I bought 2 asics sneakers online cause Sportscene had a 2 for 1 special.

I received my delivery on Friday (15/02/2019).

In excitement I decided to open the package. The package had 2 boxes inside but to my surprise only one shoe box had a pair of shoes while the other one was empty.

I decided to call tfg's customer support number to have the issue sorted out but instead received empty promises from the 15th 'till this day.

When will I ever be helped cause I've already been billed for an item I might never even get seeing as no agents have been following up