Ice storm refunds

Hello. So i was in the ice storm last week and got the emails about my delivery. Luckily I made quick preparations for emergency food since we were stuck at home for over a week. Funnily enough the tracking still shows my box is out for delivery.
Anyway. The email stated refunds would be automatically applied to everyone affected. After waiting, I never got a refund and contacted customer service. Celeste, who sent me an unnecessary amount of emojis at the start got snippy with me for asking about the email. She granted me the refund and when I asked about why the email said it was automatic, this is how she responded. So idk if this is the case for everyone but if you never got your refund, according to Celeste, it's your responsibility to go ask for it 🤷🏼‍♂️