Extremely dissatisfied with the service from Pick n Pay

I am extremely dissatisfied with the service I have received from Pick n Pay. My online order was not delivered and I promptly logged a ticket seconds after being notified by the app that I was unreachable. Rather than conducting a proper investigation, Nombulelo simple responded that the order has been delivered.

On April 8th, I contacted the support team who assured me that the matter would be escalated to Nombulelo for processing of my refund. However today is April 11th and I have yet to receive any reimbur*****t or communication since I have been emailing Nombulelo everyday. I called again today, only to be told the issue will be escalated to her once more, despite my prior concerns that she is ignoring my emails. At this point I am deeply frustrated and disappointed that Pick n Pay cold fail its customers in this manner.