No sense of urgency from the contact centre staff to some of the store employees.

Good evening. I will just get to the point. I dont understand why we have tools or access channels such as apps if I am still going to call and do a follow up on my order. I do understand that it's busy because it's towards month end but what I dont understand is the fact that I made an order at 19:48 and it was supposed to be delivered by 20:28 but instead I received it at 21:28. Imagine you just used the app with the thought that everything is going to be quick but then only to find out that you wasted your data and thereafter you still have to make a call to the call centre...then wait before you can talk to a consultant and still dont get your problem sorted...then you get transferred to the store where the phone rings and no one answers. What is the use of having all of these channels if they are not helping??? Im honestly dissapointed because this is not the first time I have received such poor service. The only positive thing I can say is that the guy that always delivers always apologises even though it is not his fault. SOMETHING NEEDS TO BE DONE ASAP. THIS IS ANNOYING.