Order not delivered and no reply or refund from PnP

I placed an order with Pick n Pay ASAP on 31 October. Two hours later, I get a notification that my order has been delivered, but I did not receive my order at all! I immediately tried submitting an issue on the app, but there is nowhere where you are able to do that. I then called the call center, just for an answering machine to tell me that they are closed already. Then I sent an email and only got an automated response. I sent another email the next day, this time without any reply. I phoned customer service that same day again and the lady I spoke to, couldn't tell me where my order is or give me any answers. She just said she'll escalate the matter. After that I received an sms with a reference number and didn't hear anything further. Two days later I phoned again and this time the lady said that she can see my order was returned to the store, couldn't give me a reason why and said she'll let me know in 20 minutes time whether they will do a refund or redeliver - which is useless by the way because I had to go buy everything I ordered again because I needed it for that same day. Today is 11 days and I have still not heard anything from Pick n Pay! I never order from ASAP and never will again.