Money taken for items not delivered

I placed a order at 11am with pnp Bedfordview, after waiting 2 hours I phoned to find out what or where my order is, I was told to issue order number which I did, waited still nothing at 16 :45 pm zenith with a dead voice says my order is in greenstone, that's like 35 minutes away from me, so I' asked her if you place a order why would I select the one in greenstone when I'm close to bedfordview or Bedford, she persisted it's how the app works and radius, I asked her for customer service number and she she says I phoned it I should have it but I was transfer by bedfordview to customer service, I got so irritated with her and lack of giving me details, she and I state she was unhelpful, she dead her voice was sleepy, now I want to know the order never arrived, I spent 150r on airtime phoning from my spare phone, I paid for the order, their are scanners and I demand my money back, or I will do such a performance at the store here in the area, please sort ASAP, pnp you are bad service, useless people, I fail to understand how your operate,