Dash delivery - No refund

The worst ever Dash delivery. After getting notified that my order was dispatched, it said delivered and I did not get my delivery. No driver gave me a call nor tried to communicate with me via the app. When I called Dash delivery with very poor service they said there is nothing they can do, the order has been returned to the store. The money will be refunded. Over R800 and I need to wait 14 days minimum to get my money back. Whilst they have not yet even paid back the R50 of the previous order, that was placed on the 14th of May. Honestly the worst ever customer service in the world. And how come I do not get refunded?