Pathetic Customer Service

I would like to lay a formal complaint about the experience that i have had with your company and also the experience i have had from of of the customer service agents

I placed my order this evening being the 25/05/2019 at 20h30, I received confirmation that my order will take place within 47 minutes of placing the order, after one hour of patiently waiting for my order I received notification that my order was cancelled and to the customer service line, I spoke to an agent who then confirmed without asking me any order details that my order was cancelled due to the fact that, the driver was waiting outside and i wasn't there to collect my order

firstly that is unprofessional as even i know you need an order number to track my order and therefore i feel that the agent basically provided me with information that she thought was relevant to my situation and told me that she will keep me posted via email of the status of my order,

20 minutes later still no response to my query, therefore i called again to be told my one of your female agents by the name of C***** L******** that the driver cancelled my order because the previous night one of his colleagues was ****** in the area, my question is when you as a driver checks the order and has a look at the area, why not cancel the order before you have your customer wait more than an hour for an order.

And also i feel that the agent i spoke to first **** to me in regards to what happened to my order as Ch****a confirmed that the update and reasoning for cancellation in the first place was already there at the time of my call so why was i **** to and is this the type of customer experience that you would want your customers to have ,

I am a new customers and to have this experience from a customer service perspective is absolutely unacceptable,

I was told that I would get a refund of my money and it would take up to 24 hours or up to 5 working days depending on my bank, and for my inconvenience, and a lousy R50.00 coupon off my next delivery, which in all honesty I feel is also unacceptable I feel that being an employee at a customer service environment that compensation is valid for my experience I have had