Order not received

I made an online order last night with the order number being #DFD***. The App says delivered, but I have not received my order, I did send this query on the App and was told they cannot help as it says it was delivered to my address which it has obliviously not! These people who responded are the most unhelpful brainless people, I got a response from (Ntombekaya T) from Mr D, she obviously did not read and understand what happened, because she says they cannot reimburse me!!!!!!!!!!!!!!!!!!! I have not received my order :-\ They have ****** my money