Pick N Pay Botttles App

My Experience with the bottle app was horrible, they took 5 days to send a small order worth just over R200 which eventually still never came. My husband ordered a few things for our son for school when the order said delivered on his app I then messaged their contact us page on the app and queried the order as it had not arrived. I was given a reply saying they would look into it later that day again after emails and chats to the contact support the same reply saying that the order was left behind they trying to find it , so now on day number 5 Saying we cant locate the driver and that they going to give a refund. no refund and 9 days later still no order and still no refund. pick pay need to ensure good customer service but and yet they failed just a simple order.