I did not receive my refund and was given stale items in my expensive order

I recently purchased some items on the pick n pay delivery app, and the bill came to about R700 some change for a few items, however a few items were out of stock, and I've swoped out one of the items and was told I was receiving an immediate refund for the balance, however I just checked my bank and don't see a refund..

I've ordered from them before and when I ordered bread I received stale bread, and on my recent order I spend over a R100 on tortillas as I wanted to make Quesadillas for supper for my family, and again I received stale tortillas.. I feel that because we are based in the Phoenix area we are given unfresh items in our order, but if a resident of umhlanga purchased an order from pick n pay I am a 100% sure they would get only the fresh stuff.