No delivery, where is my refund?

I am completely disgusted by the level of poor service after being an active customer for years. I sat in loadshedding yesterday in complete darkness with a newborn baby, waiting for my food and the order was not delivered and to top it off, no refund was made. This is a ****! An ethical business practice is to REFUND when the purchase has not been received by the paying customer. I pay a delivery fee of R15, so that covers the driver who came to deliver. My emails have been IGNORED.