Worst possible delivery service I have ever experienced

I placed an order on Pick n Pay Asap yesterday to have some things delivered. I waited for almost 4 hours and no one had turned up yet so I called, then it was said that the driver indicated that he was on his way to the store, they also gave me his number. Then I called him and he said he would probably deliver to me within 30 minutes. more than 30 minutes later he calls me back and says he's sorry there's a huge mess up at the store with my order and he has to cancel the delivery, and then I have to put in a cancellation at Pick n Pay to get a refund. Then I tried to call but they already closed for the day and I had to wait until today to call them. I sent a complaint on twitter. Then I called Pick n Pay this morning and asked to cancel the order and do the refund, the woman did it and said I would get my money back within 10 days. Then I got a reply later on my Twitter message asking me if I had received my order. So then the person said someone would email me about it. Then I got an email where the person said they are sorry the order shows delivered and they can no longer cancel it!!! Then I said how can it show delivered if I never received the goods. The person responded the goods were delivered today at 10:35. How does your system work because I never received it, I am at the office today in Johannesburg and no one is at home to take the order. How does your communication work??? I will never order through Pick n Pay again. Your app also frustrates me because it is not at all user friendly and does not give any option to do a refund or cancellation. Give me feedback ASAP on what happened with my order and when I will receive my money back. If I don't get response I will be taking this much further than Twitter and Hellopeter!!