Refund on online order

I recently purchased an online order and i used pargo pick up cs i thot it was faster i even paid for it. The service i got when my package was lost was appalling. I recieved a text n email saying its ready 4 pick up but wen i got2 d store thy neva recieved anything i bought those clothes so my kids cn enjoy christmas day,i hd to go buy alternatives bcs not even a single person @ ur store or contact centre could help me locate whr d parcel is. I hd 2 b the 1 doing follow ups on the mess that they created,i went to 1 of ur franchise in Atteridgeville and asked 1 of ur employee abt a possible solution bt i was told there was nothing they could do and i must nt even think abt a refund cs i wont get it. I m soooo disappointed & angry. I want my refund back!!sort ur nonsense out with your courier company. I paid a lot of money 4 dt package m busy going up n down trying to do the work ur company should be doing. Why send me a msg saying its deliverd to store when its not?is it *****?am i being ****med?