Bad customer service

I made an order on 9th of June and I get emails saying I must send a new address as I had given the wrong address,sent someone to Makro riversands they confirmed the order and address on the 27 of June and said they will deliver or they can collect.when she went back today she was told it was refunded on the 15th and it's seating in a account somewhere.I have not received my refund and my family doesn't have food all I want is for my 9 year old to eat since I paid for the groceries and they keep on sending emails confirming the order.