Failed to deliver in time

I ordered things on their app on the 25 of November till today they always update that the delivery car broke down and is unable to collect so am wondering how can such a huge company deal with one delivery car then when I tried to reach to them the was a person assisting me by the name of Nina saying the matter has been escalated but it was not cos after a day I was doing a follow up only to find that the matter was not escalated.so disappointed