Shocking Delivery Experience - Online Order

Most terrific experience to date. Online order placed. Confirmed and notification sent via SMS confirming delivery time-slot. Over an hr later and the order still has not arrived. Made contact on WhatsApp regarding order, and absolutely ZERO useful response - yet still arrogantly asks me to rate service continually. 1hr after the timeslot confirmed for delivery in SMS calling the call centre tells me there is nothing they can do and that refunds will take 5+ days. Escalated to a Supervisor - who also said there is nothing they can do, but committed to calling me by 8h15 in the morning with a detailed information and resolution. 1. You do not stick to the scheduled time-slots; 2. You do not honour your confirmed delivery time within the scheduled time-slot; 3. Over an Hr after communicated time-slot - and still no delivery, and ZERO confirmation or advising on why there is non-delivery or delays.