Bad service for online curbside orders

I requested curbside delivery and immediate payment was suppose to be done. Get to the Westgate store and no one comes to bring my order. Then inside we go event hough we were suppose to get our order inside our car we get told the milkshake machine does not work and now they don't know what to do as I paid already. Refund is requested and customers come and go while we still wait to be served as staff don't know how to deal with the situation. Eventually get my order and get told here is my slip from their online system and my own cell phone number are underlined and told to phone myself to get a refund because the store cannot give refunds on online orders!!!! This happened 6th of September already and I immediately send them an email and to this day still waiting for resolution. I get no answer ons my emails at all!