Pathetic service

On 6 July at 18:15 I placed an order for delivery at the Orkney branch via call center. My order never arrived despite numerous calls. Is it like a gamble to place an order and hold thumbs it gets delivered? Needless to say, we went to sleep without food as it was too late to get something else, the call center assured me that it will be delivered, but it never did. Is this how you guys run a business? This is probably the worst of the worse I came across. I am very disappointed in the poor service I received.