Online shopping and delivery of order

I ordered groceries online. Payment was deducted from my bank account a day before delivery. On the day delivery should have taken place, I was contacted 30 minutes after my delivery timeslot closed to inform me that all orders are running late and I was asked if I would still like my order to be delivered the same night, before 20:00, to which I confirmed I would. Needless to say, 20:00 came and went, with no phone call from anyone informing me that my order would in fact not be delivered.

I received a call from the driver the following morning informing me that he only received my parcel at 19:40 on the day it should have been delivered (my delivery slot was 17:00 - 18:00). By this time I have cancelled my order as I was not prepared to accept perishable goods that might not have been kept cold for basically 2 days.

I requested a full refund, only to be told that it will take 5 to 7 working days to reflect in my bank account.

My issue is this... Extremely poor communication from PnP, and then the fact that I have to wait for a refund... You are quick to deduct the money owed by me, but take your time to refund. Someone could have taken the time to contact me after 20:00 to inform me that my order would not be delivered, but because no one really bothered, I did not go to bed because "my order was out on delivery already".

Shame on you PnP!