Online Service extremely bad. Bunch of ******

I ordered online via Jabulani Mall store. Made order at 18:55 pm and at 20:15 it was still saying preparing order. Called the store manager said she'll call in 5 Min as she couldn't find my order and she did not return call. Funny thing is that the money was taken from my account but no deliver was made. At 21:00 the app said it was delivered. How do I even rate something that was not delivered. I want my money back and want nothing to do with Pedro's anymore. Looking at the reviews it is something they use to doing....