Disgusting service!!!

I placed an order at 10.05am this morning (order number ***). I received delivery at 11.09am. The driver dropped off and drove off. When I opened the bag, it was the wrong order (***). I called the call center immediately and was advised by the female consultant that I will receive my order today (reference for the call ***). Call was logged at 11-26am. I then received another mail at 12-26pm saying that my query was completed and yet it was not completed. I called the call center again and was advised by a Male this time that he will escalate. Still no call back. I called again at 3-45pm and spoke to Manana who advised that they have escalated a query for a refund. Why a refund when I was told that I would recieve my order today? Why was I not called to advise that the store could not assist me and that they are processing a refund which I will have to wait 3-7 days for? I asked to speak to a manager as I was not advised of a refund, or that the store was back logged or that I now need to go wait 3-7 days for my money. Manana advised that her manager Mo Mohommed was not answering the call and that she escalated my number to him. This is really disgusting service. Do you not believe in communicating with your clients?? I would like my refund processed today and I would like a response as to whether Pick n Pay values their clients or not because from my experience today, you really dont.