Bad experience with Truworths Online shopping

Hi My name is Justin and I have a Truworths account. I placed an order for Clarins gift set and Carolina herrera good girl blush gift set. I received the Clarins gift set last week and I thought the Good girl blush gift set would come in a separate package. But it did not and it showing on my account that both were delivered. This is not the case at all. Please check Order No.o***. I tried contacting customer service and sent an email but I still haven’t gotten anywhere. I even spoke to the manager of Canal Walk and she said that the missing order was sent to the courier on the 7th of March. It’s been more than 2 weeks and I still haven’t received anything. I phoned customer service again and spoke to 3 different people but all I got was the same runaround BS they have been telling me since the day I reported that something is missing from my order. The missing order is worth R2460. I can’t pay that amount and no I won’t pay it coz I didn’t get it in the first place. Why can’t they just refund me. When the store confirmed that it was their fault in the first place. I hope this would reach them. And this issue gets resolved once and for all. I have always paid my account on time so why are they treating me like this.