No refund for items thar just disappeared off my app.

I am extremely unhappy with an order I did on the 27th of March. I received eggs and rolls that were not good, the eggs some were cracked and the rolls were over baked, hard and dark. I requested a refund and only 1 pack of rolls were processed and the other pack of rolls and eggs just disappeared, I couldn't try and do a refund for them. Since then, I've been told by pnp that my refund had been processed twice, the second time you even asked for my banking details to do the refund manually and I still have yet to receive my refund. What was offered was a R100 promo code, I do not want that, I want what I tried to process.... a refund. This is completely unacceptable!!!