New ASAP app does not deliver as promised

We used the new ASAP app yesterday and have had several problems: 1. Several items ordered were not in stock, and just not sent. No call advising us. 2. We were charged for the items sent, and on query with Support we were told to contact our bank to sort out the refund. Last item this happened the refund was only processed a month later. 3. Telephone support could not assist as the order number on the system (both on the email sent and on the app) started with a 5 and their system only accepts a 4. So, now we don't have the items and don't have the money and no recourse as the order number cannot be accessed. How do we resolve this?