Refund not done

I ordered items yesterday my order was to be delivered at 1pm, the courier was late by 7 minutes without saying anything, I then decided to walk outside and check she was no where to be found, she called within 2 minutes and decided to leave with my order while I waited 7 minutes, I then received a message stating I will be refunded but that didn’t happen their customer Agent Michael as per chat reference *** told me there will be no refund and didn’t even close the chat. Order number: ***9 . I will checkers 60 , your service is appalling and the customer service is even worse. Why was I told I will be refunded in the first place and why are your drivers arriving late and then deciding to leave within 2 minutes. She could have waited the 7 minutes she made me wait.