Horrible Service and Customer Complaints Experience

I placed my first and rather large order online recently. Saw special for a Gas patio braai with a Free cover. then checked online shopping to ensure the free cover was included, then I wouldn't have to struggle to transport it. I checked and ensured that cover was included and then proceeded to buy multiple items, adding to a total basket of around R5000. I then proceed to select a delivery date and time, on a day and time I knew someone would be home. Early morning, which cost me R90 instead R60 for the afternoon. On the day of the delivery I got an e-mail rather late in the day and close to delivery time saying my order will not be delivered today. I left it at that as they would contact me when delivery would be made. No further updates received. The same day of selected delivery day at 6:30 PM (instead of 10 AM - 11 AM), luckily I was home. Someone was at my gate to delivery my items. No warning. The delivery man had no explanation and also could not remove the items out of the van himself and I (a small female) had to assist him to unload. There was no free cover. I raised my complaint on the PNP website and also message on Facebook. I got a half hearted apologies (not very sincere) back on Facebook. They would follow up. No one tried to call me beside these messages. They then proceeded to say I must provide evidence of the free cover. I sent them the screenshot (1Mar 2018). To date I have not received a proper apology, free cover or even refund on deliver fee. Utter shocking customer services. Once they have your money they do not give a damn. It has been utter silence from PNP. I have actually unsubscribed to their Facebook feed, newsletters and actually telling everyone I know about horrid service, especially how badly my complaint and I were handled. I am refusing to shop there anymore. I am not reliant on PNP, as there are plenty places with same price and quality products. I will take my business elsewhere instead.