Poor service

First time using this service and all I can say is, what a pathetic excuse for a service provider. Place an order on the 25th May 2020, received my order 3.5 hours later with 6 items missing. There was no attempt at substituting items out of stock nor was I informed that there were items missing, I found that out when checking my order after it was delivered. I called the Bottles contact center to enquire where the missing items were. Obviously, they had no idea and offered the obligatory "We understand your frustration" speech. After spending a few minutes with the agent going through the shopping list to identify the missing items I was advised that they will process a refund. I called back on the 5th of June to enquire about my refund as I had not received it and to my surprise (actually not really, given my experience with some of the service providers in this country) they had no idea what I was talking about. The agent after giving me the "we understand your frustration" speech again offered to log a call with their accounts department to process a refund. When I asked why this wasn't processed when I first called on the 25th I just got ums and uhs. It's now the 08th June, still no refund and still no indication of when it will be processed.