The FIX - Missing item with courier delivery and no refund or customer help received for over 2 months

My daughter placed an online order with ref p*** The courier company delivered only 4 of the 5 items she ordered online and paid for. The “black tie dye face mask” was not included in her parcel delivered at 4h45 pm on 22 October 2020. We have been querying this telephonically and emailing TFG Foschini Retail Customer services since October but am yet to get the missing item delivered nor has my daughter been reimbursed! Absolutely the most disgusting customer service center whose only response is "We have forwarded your query to the Online Department for further assistance - please allow for some response time" It has been more than 2 months - When will this issue be finally sorted?