Totally disgusting service

On Sunday the 18th I made an order and 30% of my order was not delivered, I called and spoke to a guy called Thabiso who said he will call the store and come beck to me.Thabiso did not come back to me even now. I called again on the 20th to find out about the order and I was told the refund was loaded and I will get it within 10 days with no explanation as to what happened to my order. I asked the lady that I spoke to if they promised to get back to me and not do how do I escalate it. She simply put me through to another line for 10min with no answer. Totally disgusting and I will never shop at pick n pay asap again.