Refusing to refund me

On an ongoing basis I am constantly having to raise issues with Mr D, to the extent that I am rather raising it here because maybe management do not get to see the complaints we raise on the app.

Either orders are late or orders are incorrect or things on your order are incorrect or orders do not reach the store even though you paid. It just doesnt stop. Check my profile on the app. I have probably had 5 queries or complaints recently.

the latest case is that I had ordered from mall of the South yesterday at 8:15am. By 9:20am the status of the order had not changed i.e It still showed as being 'prepared' by the store despite a delivery estimation of 9:15am. Of course you cannot cancel an order on Mr D so I logged a query and said that the order must please be cancelled and I then ordered from Columbine rather. A driver arrived at 9.34am and I went out to collect. When I opened the order I realised it was the first order from mall of the south. I immediately rep**** to the customer complaint confirmation i had previously received and notified that the order must be collected as I wanted a refund and that I had already re-ordered. When Columbine arrived with my second order, I had to accept it because it was not their fault that there was a mess up. Today I receive a note to say the case was closed. I rejected it and logged an escalation. I am now being told that because I accepted both orders that I am not entitled to a refund. How would I have known not to accept the second order? Also why could i not cancel my first order? Why as customers are we trapped and cannot cancel our orders on the app? This is probably intentional so that when a store or driver messes up, we cannot get refunds. This is absolutely shocking how we get ********** like this in 2023.

Ref number for Mall of the South order: #DFD*** Ref number for Columbine order: #DFD***