Appaulling customer service and lack of competent staff

On the 29th of April I placed an order confirmed details for payment,payment goes off my account yet no order number or order summary was provided.

Upon calling the Mr D food line the first agent I spoke to said that funds would be refunded immediately which it wasn't so she then said she would call me back. Till about 30mins later she had still not called back when I then decided to call again.

When calling in the second time the guy I spoke to said the order was not received by the store and they cannot pick up the payment and that I should email my statement reflecting the amount,he provided me with the order number and said I would need to place the order again which I refused to do as what if the exact same thing happened and then I'd be short of R600 and then stuck trying to get R600 back instead of R300 without any kind of positive response. Therefore I decided to email through my statement and got a response from an agent who couldn't even type a proper sentence. Yet still no proper response from anyone! I then responded to the agent and asked for a proper response pertaining to 2 previous emails sent(by this time it was just after 8pm and no one had called me back yet) up until now that very agent has still not responded.

Without a choice and needing to eat since I am pregnant and my fiance had a long day at work I had no choice but to download the app on his phone to place an order. We only ended up eating after 9pm and guess what? Still no response from anyone from Mr D who told me my query would be attended to once I send the email with my statement.

By the morning of the 30th there was still no response by means of a call or an email so I then decided to email again, repeating and attaching all relevant information. This was around 7:30am the morning that I had sent the 3rd email.

By 11am I still hadn't received a response so once again I had to call after a company who had taken funds from me with no positive response or without receiving my order. The agent I then spoke to said she would find out what was happening which led me to holding on the line for about 3mins when she then said she would have to follow up and give me a call, I then requested for a team leader or supervisor to give me a call as this was starting to get out of hand as no one could give me any sort of proper answer as to what happens next.

By 11;45 the team leader then calls and basically runs through everything with me that I had to repeat about 5 times and said the refund would be processed and apologised for his staffs lack of response and then said if it was attended to as it should have been the query could have been resolved or a proper answer could have been given as to what had happened.

Due to a 'teams' lack of knowledge or any sense of urgency or compassion for consumers a process that could have been resolved almost immediately has left me up until today with still no refund of my funds.

Money gets taken immediately yet no service delivered and then you have to wait up to 5 business days for a refund due to staffs incompetency and lack of service delivery.

I definitely do not feel as a regular Mr D client that this service was acceptable on any level and honestly do not feel a mere apology is acceptable.

Why did it take so long for something that's meant to be simple to be resolved?

Why did I as the client have to call in numerous times to get a response or some kind?

Why can none of your staff provide correct or at least relevant answers?

Why should I as the client be set back or R300 because you couldn't deliver and I must be ok with waiting up to 5 days for my refund?

I am beyond reasonable when it comes to complaints but this is definitely not acceptable!

I will definitely not use my app again until I feel satisfied with how this matter gets resolved!