Terrible service experience. I want my money back

On Saturday 11 October 2025 I orders hake send chips online (Strand), order number # ***.

I picked up the order and when got home it was only hake in the box. I called the store with out any success. I then immediately called customer care.

At customer care I spoke to Promise who took down the store details and my number but the incident wasn't escalated. I called again on Saturday and the incident was logged.

Promise said the store will contact me within 36 hours. A week has passed and no one has contacted me.

When one orders a meal they want that meal and I didn't get it. This is a frustration cause in this economy there are stores that are robbing us. I'll call it robbing cause why should I be there one who's constantly doing follow up. For the call to be logged by Promise I had to also speak to the supervisor Thandiwe. This is unacceptable.

On 17 October 2025 I sent an email to *** to follow up on the incident CAS-***-C0***7. Today is 21 October and I haven't received any call or emails from fishaways.

What do we call this kind service? What are the items I paid for that I didn't receive fully?