Despicable service

I ordered online on the 13.08.2018 to date i have not received confirmation SMS to collect my order at the selected store. i went to the Midrand Boulders store on the 17th and 25th and i had to wait 10 minutes for someone to come and hear me out. the lady took 5 minutes to check my order and advised my order hasn't arrived. i called the call center at 8:30 and spoke to Fundiswa who advised she will follow up and revert to me between 9:30 and 10:00 as the store opens at 9:00. I waited until 11:15 and phoned again, that's when I spoke to Sibusiso. He also advised that he does not understand why I haven't received my order as it is way passed delivery time frame and requested to create a reference number for my complaint. He apologized for the inconvenience caused and created provided with ref number, however told me that it will take 48 hours for me to receive feedback. i advised him that If I am not getting my delivery today I want my money back, he couldn't answer me rather that giving ref number.