No delivery from PnP ASAP app

On the 21st February @ 15:45 I placed an order for delivery between 17:00 & 18:00. At 16:09 I received a call from the driver that he's been standing outside my property for an hour. I told him that I'll only be home shortly before 17:00 hence placing the order with 17:00 - 18:00 delivery slot - his response, he's here now and not his problem, he's returning the goods to the store and I can go collect it there. I asked him to please deliver my goods between 17:00 & 18:00 as per the slot on the app. I would obviously not have opted to have the goods delivered and paid for delivery if I wanted to collect the goods from the store. He was extremely rude. I phoned the call center on the 21st at around 17:00 to advise of the problem and the lady told me that she sees that the goods were returned to the store and that i can collect it from the store as all delivery slots are closed. I then requested a refund and she advised that the refund will be processed between 3 & 10 days. I have made numerous calls and sent numerous emails after this.

I phoned the call center on 12th March again and the lady assured me that she will get this resolved and even sent me her email address to communicate. I though that my complaint will now finally be resolved but once again I was wrong. Extract of emails below: 14/03/2022: Hi Nadine,

I trust you are well?

Do u perhaps have any feedback for me with regards to my order / refund?

Thanks

15/03/2022 @ 09:13 Hi Jeanine,

The store has not yet confirmed with me in the items were returned to them.

Once Feeback is given I will email you.

Regards,

15/03/2022 @ 09:51 Hi Nadine,

This is actually beyond ridiculous as this order was placed on 21st February and I logged my first complaint on the 21st of February around 5pm and have sent numerous emails and made numerous phone calls to the call center with no assistance.

I don't understand how it can take 4 days to confirm whether an order was returned to the store or not when the agent whom i spoke to on the 21st of February confirmed that the goods were at the store and advised that she processed a refund request (which she obviously never did) and that the money would reflect in my account between 3 & 10 days. The second time I called I was told exactly the same story but obviously nothing was done on that occasion aswell...

I know this is not your fault and I thank you for being the only one willing to assist me but I need this resolved TODAY as this has been going on for way too long.

Below is driver rude driver's details that was supposed to deliver my order that I never received.

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Your assistance is greatly appreciated. Please have this escalated to the relevant party as surely it can't take 3 weeks to resolve a query

Regards,

17/03/2022 @ 9:54 Good day Nadine,

I trust you are well?

Please urgently provide feedback.

Thanking you kindly,

Regards,

Today is the 17th of March and I have still not received my goods or my refund - this is beyond ridiculous!

It's been almost a month that I've been struggling to get my order delivered or refunded but seems like that way to much to ask??