Order never arrived; shocking customer service

I've used OneCart several times before and had great experiences with them. This last time, not so much. I placed my order yesterday (6/10/2021), and asked for my order to be delivered between 15:00 and 17:00. When it was nearly 17:00, with no response or communication whatsoever, I called their helpline, only to be told what I suspected - that no one had even attended to my order, nevermind done the actual shop. When I called them, they assured me they would look into it and have my shopper contact me. The only thing that happened then, was I got an automated message saying my shop had begun. I called again two hours later, asking for my order, to be told that my shop had been completed and my driver would be in touch. Finally, I got a call from one of the agents saying they had experienced a backlog of orders and do I still want my order today or tomorrow. (By this time it was after 7pm). I told them it was fine, I could wait until tomorrow. To date, I haven't received my order, nor any communication whatsoever from my shopper or driver - absolutely zero updates from them - I kept having to call their help centre. After calling them again this morning, and being assured they'll call me back once they had feedback, I finally called them for the final time and asked for a refund. OneCart has not only lost me as a regular customer, but I also won't be recommending them to anyone.