Pick, Pay and the food never arrives. Nobody cares, give me my money!

I ordered groceries because it's lockdown and I'm home alone with a newborn. The total came to R 2 012.52

The day before I was due to receive my delivery, that amount is debited from my account.

The next day a gentleman shows up at my gate, the security personnel explain that the process is a bit different in light of lockdown so they have to go and check if I'm home - which they do but upon returning to the gate find the driver gone.

The driver returns later and delivers half of my actual groceries, and 2 boxes of another person's groceries. He says he sees the mistake and will rectify ASAP, latest tomorrow. If you count the list of "delivered" items, as well as the items which are out of stock, I am missing 2/3 of what I've ordered.

The next day comes, no communication. In the late afternoon, I'm notified that the delivery has arrived. I go to the gate - in the rain with the newborn, for 6 items. When I ask about the other missing items, I'm told he doesn't know, this is all he was given.

In both instances of non-delivery, I've listed what didn't arrive and signed on their invoice.

I then decide to call the Call Centre - who placed me on hold for a total of 40 minutes with tiny breaks in between. There's terrible signal in the house, so I'm making the call outside - with the newborn.

I look at the list of what I ordered VS what I received. Logic says because they charged me for everything, I should be able to subtract what I ordered from what I got and be refunded the difference. Right? Cool. I list to the lady on the phone what came and what didn't, my expectation is that she's ticking these items on her side as I'm reading them out. Makes sense, right? Wrong! Joke is on me.

Later that evening, I receive an email notifying me of my R153 refund for the items I didn't receive. Maybe I'm the slow learner. But in a world where one of the items I didn't received was a Wok pan that costs R400, how on God's green earth am I being refunded R153? Also, what about the other items which were allegedly delivered but weren't as well as those that were out of stock?

Needless to say, I still needed the food items, so I was forced to venture out to the shops - with the newborn and more than R800 out of pocket.

WHERE. IS. MY. MONEY???????????