Poor Service - No delivery - No assistance

On the 21st November my order was delivered with 2x six pack full cream milk short. On the 23rd November I emailed to notify PnP about my short delivery and requested not to be refunded. After a few days they delivered 2x six pack low fat milk which I sent back with the driver. I emailed on the 27th November to notify PnP that the wrong milk arrived which I sent back immediately with the driver. A few days later the driver comes with 1x six pack full cream milk who decided he will take it back and then come back Saturday, 2nd December to deliver both. Delivery did not take place. On the 8th December I phoned and was told that my query will be escalated and delivery will take place asap. On the 9th December I phoned again and was told my query will be escalated. The lady called back and said that the store will refund me. I told her I do not want a refund. I do online order for a good reason and I paid for the milk and delivery, I want my milk to be delivered or PnP will have to refund me for every litre milk I buy until they deliver my milk. 11th December I had no milk, my son bought milk at a house shop to last for the day. I bought 3 litres after work. 12th December I sent another email explaining the situation and why I use PnP online and requested a refund of the milk I bought. No answer from PnP. On the 14th December I did banking and picked up that PnP refunded the milk I purchased on the 21st November which I clearly asked not to do. I sent them an email and requested a delivery fee to be refunded so that I can use it to purchase the 2x six pack milk plus the money I spent buying additional milk. Until today I had no response from PnP.

I do not understand why it is so difficult to deliver milk. I also do no understand why I must be refunded so that I must pay delivery fee again when I must order milk. Is this a way PnP makes additional funds???

The sad part is, I explained why I need my milk to be delivered. Firstly I do not have a car, secondly I am diagnosed with Kienbocks Disease (blood flow issue in my wrist). There is no way I can use public transport and carry 2x six pack milk with one hand only. The fact that PnP staff do not listen when I communicate telephonically neither do they respond to my emails is a disgrace to a loyal shopper.

Pnp should keep in mind, I'm not asking for charity. I placed my order, paid everything in full and yet I do not get what i requested.

A total of R135.97 (1x R17-00 and 3x Ultra milk for 12.99 each purchased + R80 delivery) to be refunded to my account.

Thank you