Late delivery, items not delivered and no refund

I placed an order to be delivered on Saturday 28 March to be delivered between 3 and 4pm. Received a call to say my delivery would be late but no time was specified. Just before 6pm I phoned the call centre to find out where my order was. Waited for 15 minutes before a consultant answered my call. Was told they would confirm with the driver and call me back. Driver arrived as they called back. When checking my order, I realised there were 16 items that I was charged for that had not been delivered. I marked these off on the delivery note and gave it to the driver who then advised me that he would be taking the invoice back to the store that same day. When unpacking the items I noticed that items had been substituted when I requested no substitutions and all perishables were warm. Easter eggs were melted and crushed. I then tried contacting the call centre again, waited for 23 minutes and hung up after no answer. Spoke to Lorelle on Sunday who advised that she would escalate the issue. This morning I was told that the refund would be processed. Still waiting. Now they don't have the invoice from the driver! This is unacceptable. They have my money and I must wait for refunds!