Poor Service and lack of communication and accountability

Download the app in the evening added all my details and created a basket and cleared it, the delivery was scheduled between 11h00-to 12h00 the following day, I didn’t receive my order still at 13h00 with no communication. NB: there there 3 checkers store in my area within and less than 10km radius , I called customer service they said they are escalating the matter and the response was the parcel will be delivered later around 16h00, I then requested if I can be refunded so I can be able to get the item from the store myself, I was told it will take 5 working days to get it back. The main reason I downloaded the app and used the service was for convenience I’m not sure if I’m the only one with this experience in which I doubt but it’s clear that this service doesn’t meet customer needs and expectations, VERRY DISAPPOINTED