Pick n Pay ASAP means delivery in 5 hours

Order number *** I ordered at 11.30. It arrived at 3.57pm. The contents or frozen goods was spoilt and soggy with a foul smell. I had to discard it. I called customer care to complain. The agent said the line was bad and that she would call back. It's been 45 mins. I've tried calling back but I'm just put on hold. I want a refund immediately. I want someone to come pick up the spoilt good ASAP and refund me today. This is pathetic service. How can you call it pick n pay ASAP and take 4 hours to deliver. There are other products that are not what I wanted and when I tried to cancel it on the app, it did not allow me to choose alternative options or cancel. Now I am stuck with items I would NEVER use. If I knew this was going to be such a pathetic service. I would never have used the app. Someone fix this ASA0