No Groceries, No refund and no response

I used the pick n pay ASAP app to buy groceries on Saturday. My order was to be delivered at 5, at 07:20 my order had still not arrived. I received at call to 07:50 informing me that unfortunately my order would not be delivered as the driver was in an accident. I informed the consultant that I needed to get the groceries, so if they could please cancel my order and refund my payment, so that I could go and get the groceries i needed.

The consultant assured me the order would be cancelled and my money would be refunded. It is now 3 days later and my refund has not been processed.

I have sent follow up emails via the app, and have not received any response.

I do understand that this was an unfortunate circumstance, but i never received my order, it can no possibly take more then 3 days in order for refund to be done.

The amount on my bank statement was also higher then the amount for my order, as PICK n Pay was out of stock on 2 of the items that i ordered.

So my concern is, if I was charged the higher amount, and not even the difference on my order was refunded back to me, and no consultant gets back to you, and you have to wait more then 3 days for refund, is this ASAP App even worth using,

I use other grocery delivery apps and I have never experienced such bad service.

Pick n pay ASAP is a does not provide a service of quality.