Non Delivery of items

I have been using the pick 'n pay online store to purchase my groceries for the past 3 months. It's a great service if they can get it to work well. My main issue is the non-delivery of items, this is the second incident, there seems to be a gap in their process, this is the communication of items that need to be re-delivered to customers, this is rather concerning because it means that the order form is not checked once their deliveries are done. On two occasions I returned damaged goods, and I was promised the damaged item would be re-delivered, on both occasions I did not receive the item back and I had already paid or the items which I did not receive back. I called their call center a few times and I was assured that my query would be investigated and that the item would be delivered, it has been 2 weeks and still no work from Pick 'n Pay. I am disappointed by their quality of service and dishonesty.

They need to refund me for the items that they did not deliver if they don't plan on honoring their commitment.