Terrible service, items not delivered and no notification on this.

Terrible service. I ordered for the first time from bottles as checkers didn't have the items I wanted. When ordering, I only eat lactose free cheese. I opted for Gouda cheese although they did have chedder in stock. When I got the notification on out of stock items, they didn't give me the option of the chedder cheese. I just removed the item. I contacted the call Centre after a hour and a half to ask where my groceries are, the items were ready at the store but no driver allocated. Call Centre advised that this could take a hour. I live 10min away from the store. Anyways, after 2 hours the driver comes along, no mushrooms? They didn't advise on this. What is the point of ordering and paying a delivery fee for convenience when it is actually an inconvenience as you still have to go to the shops to buy items that they didn't have in stock. Call Centre said they'll process a refund and should reflect in 3-10 days. I am so unhappy with this service. Never again!