Worse service ever....ASAP?????

On Saturday afternoon around 15h00 I placed an order for some groceries so that I could make supper for my children and my sick husband who is recovering from a stroke. it was supposed to arrive between 15h30 and 16h00. It never did. I called the customer service line and was told it was on its way. By 17h00 still nothing so I called again. I was told to be patient as it is a public holiday. this was from Pick n Pay Hyper. By 18h00 i hadnt received my order so I called again and was told that the store was now closed and I had to waiting until first thing in the morning. To cut a long story short, I did not until now receive my order although it was fully paid for. i called whole day and the only agent willing to assist was a Gentleman by the name of Amir. Other agents don't call back at all. Then the app said order delivered....They tried to convince me to take a refund but one has to wait 3-5 day and I need my money now. This is by far the worse service. I could not feed my family on Saturday and had to make sandwiches for Sunday lunch as my money was tied up. This is ridiculous.