Abuse of power

On friday the 3rd of October, i ordered a few items from checkers 60, order number ***A. The order wasn't delivered and there is not any proof that an attempt was made to make a delivery. I stay in an apartment building and even security says there was noone looking for me. At first when i checked the delivery was supposed to be at 10h20, then it moved to 10h40 and the next thing i get a message that it has been returned. I then called the call the call centre and the lady that i spoke to had the audacity to tell me that the guys are not obligated to call. My question was how do i know when they are here, and her answer was i have to wait for them. How am i expected to do that when the time keeps changing? All the time that i have used the service , i received a call when the goodies arrived. Now checkers 60 doesn't refund me, but keeps my money in some wallet after deducting a delivery fee which is cheating and an abuse of power. They cant even tell me when the so called delivery was attempted so that we can look at our security cameras. I want a full refund. The money has to be refunded into my bank account immediately