No refund 12 days waiting

I ordered food from kfc goldreefcity on the 31st of Dec on their app I waited an hour for the food as the app said delivery would be an hour waited and nothing got delivered I then called the store to ask what the issue was and the server said there was no drivers to deliver when I asked what would happen she said she doesn't know and had no resolution for me I then asked for a refund and she said it would automatically update for a refund if the food was not collected it has been 12 days and I have still not received a refund I have tried contacting kfc through the app and via emails with no response I am R150 short to kfc that might seem like small change but to me it makes a difference you can't deliver food and think it's ok to ***** money from your customers appalling service from such a big company