Poorly attended case and no refund by Debonairs Pizza- Musgrave

I am giving Debonairs Pizza Musgrave one star because the only person that has offered great service is the lady by the name of Nonhlanhla who is at their callcentre, the rest of the service has been appalling. On Friday, 2 October 2020 I ordered pizza which was only delivered an hour later. When I placed the order it was 19H20 but the delivery only arrived at 20H30. This was the first time the order took so long so since I dont eat after 8pm because of my diet, I phoned them to cancel the order at 8pm after seeing that my order will not be arriving anytime soon.

However, I could not get through to the branch so I ended up calling their customer care centre. Nonhlanhla informed me that they do not have a direct landline and only they can contact the owner on his/her cellphone which is a number they cannot give out to customers. So I said its fine, can she ask the owner or manager to contact me directly. This did not happen so the next day I phoned the Debonairs 086 number to inform them of this and was given a case number. However, Debonairs Musgrave has not bothered to contact me or give my refund back. I am the one having to follow up with them to find out what is happening with the case and yesterday I recieved an sms from Debonairs telling me they are closing the case. How can they close the case without my refund. I spoke to Nonhlanhla again and contacted the 086 number and both said they did escalate my matter to the branch and had asked the Manager to make contact but none of that has been done, they are just quick to close the case without giving me my money.

I am so disappointed with Debonairs Pizza, the manner which this case was handled in is appalling and disatisfactory. I just want my money back and then I will never make the mistake of placing an order with Debonairs Musgrave ever again!