Pathetic service from online Pick and pay

I made an order at 13:50 for the order to be delivered between 16h00-17:00 received notification that the driver has arrived went outside nothing, No driver details no nothing. Contacted online consultant who kept on telling me that they are busy with me order at 18:00 received another message to say my order will only be delivered tomorrow. Pathetic service please refund my money cos clearly you are unable to deliver.