ASAP online app errors or misrepresentation

I had an extremely disappointing experience with the Pick n Pay ASAP online app from Mall@Reds. My order was delivered incorrectly, with missing items and no explanation whatsoever. There was no communication about substitutions, shortages, or errors — I was simply left to figure it out myself. To make matters worse, I was told to wait 3–5 working days for a refund for an issue that was not caused by me. I paid for delivery, tipped the driver, and then had to drive to the store myself at my own expense to resolve their mistake. None of these additional costs or inconveniences will be considered in the refund. Is it fair for a large retailer like Pick n Pay to inconvenience and financially disadvantage customers because of a malfunctioning app and poor internal processes? This feels incredibly unfair to innocent customers who trust the brand. For a company of this size, this level of service is unacceptable. I expected accountability, transparency, and better customer care. Unfortunately, this experience has completely eroded my trust in the ASAP service.