Pnp SAP is the pits

On Friday morning, I placed an order through the app, orde#***.. Then it got delivered, firstly driver called me Ntombizodwa when he first scanned the one bag he had in his hand, then he scanned the second one and that's when he called me by my real name.. Because I was preparing to travel, I really didn't pay attention to it.. It seems like the bags belonged to this Ntombizodwa but the other 3 bags had my sticker on it.. I still have one of the bags because there were 4 but my partner took 2 back to the store because we put everything in 2 bags.. When he got to the store, he spoke to someone who did not disclose his name and the person instructed him to leave the bags, and then advised him to initiate a refund request through the app, they are unable to give him the exact items we orders, the app people need to deal with it.. Since we had to go to KZN he came home empty handed.. I need my R849 refund