Unsetisfatory services

I ordered some groceries on the 1st of March at around 17H00 till the neclxt day I haven't got my order I've been calling the shop from yesterday they not helping until they stopped taking my call they also said MrD must refund me because it's their fault when I call Mrd they taking me from 1 agent to another Ive waisted alot of airtime I was kept on hold until I ran out of airtime can someone assist to get my refund