Poor service

After placing an order and paying online on their app using my phone, they confirmed receiving my order also said they will confirm once it's out for delivery. I waited in hope knowing they will contact me, after seeing that time was moving fast and they are not even contacting me I tried to call and was kept on referred to the app which kept on telling me to contact the store.

Went on to their app interacted with their support agent who was not of much help. Is this how this people treat their customers? This poor service at the highest level.