Pick 'n Pay Nightmare

I placed an order on Pick 'n Pay ASAP on the 15th at 6pm and delivery was supposed to be done on the same day @7pm. My partner and I wait and at about 9pm we are informed the order is on the way After waiting for 30 minutes we get an update that the order is at the store so we don't get a delivery bare in mind we had ordered frozen goods as well. On the 16th in the morning, the order is delivered only to find everything damaged cause all the frozen good had defrosted and wet everything. I call the call center and the agent Toni, she is rude and treats me like I haven't paid for these items or I owe them money. They come and collect the damaged food and haven't redelivered and are refusing to refund me. Pick n Pay Hazeldean Pretoria are not being helpful and the call center is worse.