Pick 'n Pay ASAP is not efficient

I am highly disappointed with the service I got from Pick 'n Pay ASAP. I order items on the 27th of September and there was a missing item, I texted, emailed and called multiple times, they then said I will get a partial refund which I did not understand why because I did not receive the item, they said I will receive the refund in 7 to 10 days, however, I have not received any refund from them.

I decided to give them the benefit of a doubt but they didn't redeem themselves. I then ordered again yesterday my order had a missing item which is very essential (nappies) again I went on to chat with their agent who was not able to assist me, I went to email and called but it was all in vain, they owe me about 320 Rands in refunds and are not respond, they keep on saying sorry for the inconvenience but they are not resolving the issue.