Bad service ever!!

I placed an order with Eyethu Centre-Mofolo at 17:40, all paid and it's now 20:59 still haven't received my order. App shows the order was delivered at 18:12. Tried calling the store only for the lady I spoke too, to tell me that "yes I see your order, I don't know what happened". What kind of service is this..no communication whatsoever.