Order not delivered

Pick n Pay has a *** service I made an online order yesterday and did not receive my goods, called them the next day and they have been giving me a run around about my refund. Their Customer Service department and Pick n Pay Vincent service are poor they not picking up my calls after they promised me to credit the money into my wallet now they telling me about escalating the matter and investigations as if it's my problem that the driver’s bicycle had a breakdown.