Ultimate Disappointment - REFUND MY MONEY ASAP

I placed an order last night (#DFD***4), after trying to do so for an hour, because your server was flooded with incoming orders. I paid over R500 for my order, including a R50 tip towards the restaurant for COVID relief. I was so excited and kept watching my app for updates. NOTHING. I knew it was busy and I was willing to wait longer than usual, but after an hour and a half of having placed my order and paid for it in full and no further updates, I got a message to say my order could not be completed and was cancelled. By this time the shops were closed and I could no longer buy supper for us. I emailed three times, because the telephone line was not operative. NOTHING. I want you to know I am disgusted in your lack of service. Why accept an order and make me pay if you could not provide the food or any kind of service!!!??? I have been a loyal customer for years and find this hugely disappointing. I want my money back ASAP and NO EXCUSES!!!