Products paid for but not delivered, useless support

Bottles app: was charged for non alcoholic Heineken 6 pack but never got it. Instead I got a single Heineken bottle. Your app support doesn't respond, they take hours to tell you they are going to get to your issue, and when I ask them if they got any info another 2 hours later, they still don't respond. Why do you even have so support when the is none?