Missing items in my order but no refund!

If I could give zero stars for this joke of a business then I would! Zara online is appalling, not that in store it’s any better! I bought goods on their Black Friday sale, days later my order was modified to say the items I bought are suddenly NOT in stock. Okay that I don’t mind, still awaiting refund! THEN when I receive whatever was left of my order an item is missing, when I contact them on the day of collecting my order at East Gate Mall, I am told packages go through checks so it can’t be that an item is missing? How when suddenly the jersey in question is not even in stock anymore! So clearly it was never packed because wait was no longer there but now I’m being ****** of the money I paid for it because now I’m suddenly making things up yet so items were already modified and missing in my box! I haaaate this shop. DO NOT BUY ONLINE atleast!