Bad customer service

I ordered some groceries on the app which were never delivered over 3 weeks ago . I reported this on their chat platform and was informed that a refund would be processed.

I have been following up with them ever since and each time I chat with the is a painful experience as I have to relay what happened to my order over and over again.

Can I just be refunded what is due to me. The driver went back with my order claiming that I was not responding on the complex gate. My order no is 795388