Bershka Missing Items in Online Order—Only 1 Out of 3 Bags Delivered

I recently ordered three bags online from Bershka, but only one arrived. The tracking information says all items were delivered, but two are still missing. I haven’t received any refunds or explanations, and I checked to see if it was a stock issue, but there’s no indication of that either. I contacted customer service, answered all their questions, and was told I would receive an update via email. How long am I expected to wait for a response to such a serious issue? I urgently need a resolution to this problem. Bershka, please respond quickly and either send the missing items or issue a refund immediately!