Terrible service from Dischem online

It's been a nightmare dealing with an online consultant form Dischem named Raquel, I don't know if he is not trained to deal with clients online or he/she really just doesn't care. I ordered pills to be delivered at a DBN address from Dischem on 07/07/2020, I then informed dischem via email that I will rather pick up my order from a Dischem in Joburg because I had to be in Joburg due to an emergency. The courier company called me on 15th July 2020 to confirm the address and I told them that I'm no longer in DBN and i will pick up my order from a Joburg Dischem, on the 17/07/2020 an email from Christell said my order status is Delivered and I rep**** that that wasn't possible cause I had left DBN already, on the 21/07/2020 Raquel sent an email that said Alex signed for my order and I rep**** with how can Dischem be so careless to delever medication at some address and another person signs for that medication. Like how does it happen? shouldn't medication be delivered to a person who ordered with a presentation of an ID book, like come on its medication what if i'm on my dying bed and need that medication with all this run around from Dischem. So I then requested a refund cause i have even already went to a Dischem in Jhb to buy meds. this was Raquel's response to my request for a refund "I will have the store arrange with the courier to collect the order , the store will be in contact with you." lol.. I was shocked of what type of service was that, I then sent a follow up email to say that the service was terrible, how can I ask for a refund and you tell me about another store, till today I haven't heard from Him/Her and yet i sent a follow up email. I'm so disappointed at this whole experience, if Dischem doesn't know how how to handle online services why don't you close it and rather clients go to the store directly