PnP Online Order Process is a joke

Need to add my complaint to the already long list of Black Friday online shopping complaints becuase PnP clearly doesnt know the definiton of good customer service. I bought a few items from PnP online on Black Friday 2018 thinking these items wont be in stock in store becuase of the prices and demand. I made booked a pick up from the Northgate PnP for Saturday the 24th between 10am - 2pm. I got there around 12pm and the delviery was not there. While shopping in PnP I noticed that these items were in stick so the online purchase was a worthless exersice. The delivery eventually came and i wen to fetch my goods. This was a total and utter mess and nightmare that I will never put myself through again. The delivery system was unstructured with barely any support from the PnP store that was a fe steps away. The one PnP Online lady that was there seemed to have been thrown in randomly as she had no answers to any questions, she tried but PnP clearly didnt give her the tools she needed to do her job. I eventually found some of my items. We were asked to write our contact details, order number and list of missing items in a book which I did. We even asked if the missing items could be taken from the Northgate PnP store which would have made the process easier but that solution is clearly to complicated for the decision makers at PnP. I called PnP Customer Service on Tuesday (27/11) and eventually got put through to Thandeka who was also not s****ed enough to deal with this situation. She put me on hold so many times and every time she came back she had more problems than solutions. I eventually got so upset and told her not to put me on hold but to call me back to tell me when I will recieve my items. I also logged my complaint on PnP's twitter account and was asked to DM them the details - another lot that are unable to handle simple client queries. Thandeka eventually called me back to tell me that they will refund my money back to me. This is not what I asked for as the BF deals were over and these items are back to full price. PnP's twiiter account came back to me asking me a stupid quesiton that was already answered in my first DM to them, when I advised them of this they rep**** that the message was sent in error - indicaiton that they only respond for the sake of responding and dont read clearly. The twiiter account came back to me today to say that they are 'please to let me knwo that they are going to refund me'. I dont know how this solves the problem but clearly PnP doesnt apply logic and common sense to complaints resolution. Looks like there is also no intergration between the different contact channels as they wouldnt have offered me a refund today if they had checked my interactions with Thandeka. So I say this here, for the third time. I dont want a refund. I want the items that I purchased, delivered to me at my convenience. These items are now at full price and i purchased them at a special so I am entitled to the items. Its really not rocket science. I want PnP to fix their online order process becuase judging from the other HP complaints, there is clearly a problem here. Its not about the money, its about the principle.