Spoilt food delivered by online shopping and no refund received

What a terrible experience with Pick 'n Pay online shopping! We placed an order for delivery in the middle of March, excited by the promise of convenience of this method of shopping. When the shopping arrived, the entire bin of fridge/freezer goods was missing, with no explanation. We made a note of this to the drivers, who were extremely efficient otherwise but had not been given any information on this bin. They suggested we contact the customer service the next day. After having to change our entire dinner plans, I then phoned the customer service centre the next day. They could not advise on the status of the missing bin, but offered an alternative delivery time. I declined this offer, explaining that I was unhappy not knowing the whereabouts of the bin and hence whether the food was still fresh, and also that some of the food had specifically been for the previous day. I therefore instead requested a refund which the operator said was fine and confirmed that I would receive a refund the next week. The next day, with no warning, a delivery team arrived with the bin of refrigerated food. I explained that we had in fact asked for a refund instead, but the driver was unaware of this and I therefore accepted the bin, worried that my refund had not been processed. As we opened the bin, there was a funny smell, but we assumed this could be just due to the fact that the food had been in the bin all day. However, when we tried to prepare the fresh chicken the next day, we were overwhelmed with a rancid smell, and the food was clearly off. I was highly upset, as this was this exact reason that I had requested a refund instead. Being pregnant, this food could have been detrimental to my baby's health. I also didn't want to take any chances with food, and the contents of the entire bin were now put into question. The contents had clearly not been kept properly refrigerated since the original date of delivery, which was the exact fear I had expressed. I called the customer service centre and explained what had happened. Instead of receiving an apology, I was made to feel like a **** as I had not noted the funny smell to the driver and had not kept the food as proof. I explained that the smell had been so terrible that of course I had to throw it out to prevent contamination of other food, especially being pregnant. I also explained that my original request of a refund had not been honoured, and therefore I wanted that refund now, if only for the items that were off. The operator said that the system was offline and that she would speak to her supervisors and get back to me. I have heard nothing in weeks. I am highly upset, not just by the fact that I was given spoilt food which posed a massive health risk, but also that there was a complete lack of communication. We were not informed that the bin would be missing, our refund request was not honoured or communicated to the delivery team, and I still have not received either an apology or refund for the spoilt food. I have not shopped at Pick n Pay since, either online or in store, and will refuse to do so until I receive the refund and an apology.