Pick n Pay ASAP Poor Service!

Placed an order at 12:00 with a ETA for 13:30 to 14:00

My order arrived close to 3 hours later with a missing item and I contacted them on Twitter to only get a lousy response that my order was "successfully delivered"

Why Pay for a poor service and be charged for a service fee/delivery fee, a tip when the service was and is so poor? Why promise on a service and time that you cannot provide? What does "successfully delivered" mean to you as a business and promise to your shoppers? What about my consumer rights on service, delivery, refund etc? I want a refund immediately!