Complaint: Unprofessional conduct of pnp delivery

This morning I placed the order below for delivery between 13h00 - 13h00. At 13h55 I received a call from someone who identified himself as a pnp delivery driver saying he is parked outside on the street with my delivery, I must come outside to fetch it. I told him I am not in the building and the delivery note on my order says that delivery must be made to the 2nd floor of my work building where the security guard will sign for it. And I also stated that even if I was in the building I was not going to come down to him, he must come in the building to deliver as stated when the order was placed. The driver then decided to leave with my order, even the status on the pnp website is showing undeliverable.

Is this the kind of service that we customers of pnp should be expecting? This is really unacceptable and unprofessional and irritating and pathetic conduct. I thought one of the reasons online shopping was invented was to make life easy for us but with pnp it does not look that way. I will now order all these products on the checkers sixty60 app and I am confident that my groceries will be delivered at home within an hour.

I spoke to Clinton Bloem from pnp hyper durban north and he was going to look into this matter but did not get back to me and I ended up calling him back. Clinton is saying that he cannot refund my money but will pay it to the pnp asap wallet. I do not want money in a wallet I want my money in my bank account

The driver called me from the following number which is registered to Sbukwane Mlondi - ***

I would appreciate it if an urgent refund of my money including the delivery tip is paid back to my account.