BAD SERVICE FROM PICK N PAY ASAP

I am so disappointed at the level of service I got from pick n pay .I made an order using the pick n pay asap app on the 5th September 2021 at around 9:30 and at around 11:35am I received a call from one of their drivers asking if I received my order and I told him I haven't and he said he will go back to the shop and check my order..However when I went into the app to check it said my order had been delivered at 11:46 am..I called their customer care at 13:20 and their agent took my details saying he will send an email to the shop to check how far my order is and he will get back to me which he never did..Then I get a message on the 6th saying they are waiting for feedback from the store(feedback that I've been waiting for since the 5th)..on the 7th I get a message that my order cant be tracked..How can it not be tracked when I gave their agent my order number ? How can a order just go missing with no explanation? On the 11th I get a message that my issue has been resolved and I will get a refund..I still haven't received my refund from Pick n pay..This is a totally unacceptable level of service received from them there is absolutely no sense of urgency from their side.. I was so excited to use the ASAP APP for my very first time which unfortunately turned into the worst experience ever.. They don't even do follow ups with clients instead I'm their one who must always contact them regarding my order..