Refund never received

I have been a customer for years. I requested a refund on my delivery fee as it was not delivered in 60 minutes but in 4 whole days. When I requested a refund the next day it wasn't delivered the agent stated I never said that then literally blue ticked me until my order was delivered and even now. Pretoria service is despicable. I ended up purchasing a new order within 60 minutes then they still delivered the old order the following day. After I sent an *** and a WhatsApp. It's been a week and still silence from that agent. As a customer service agent myself the lack of accountability and no apology whatsoever is appalling. Four20SA firstly apologized and then compensated me for my late arrival with extra goodies and I'd much rather prefer them going forward.