So mad

From the 1st of July, thanks to our medical aid our DSP is now Dischem. I ordered my Dad`s chronic meds on Thursday, they got delivered Friday but 1 item was missing. I notified them straight away. It got read but no acknowledgement, no excuse and no reply. It is now Tuesday and he is still waiting for the item ordered on Thursday. Why change to a pharmacy where we don`t get any service. We are not use to this. Have been ordering from Ackermans for the past nearly 30 years with no issues and professional service. Why change something that always worked????