KFC - TERRIBLE SERVICE

On the 28 December at 18:40 I placed an online order (order no: ***) and paid with credit card. I then received an sms thanking me for the order and that they are busy preparing it. At 20:24 after contacting the kfc in town, I was informed that they never received the order. I proceeded to give them the order telephonically. At 20:55 the driver was at my house with my order. Once I opened the package I noticed that the chicken salad that I paid for was missing. I contacted them again. They informed me that they are busy closing and I should COLLECT the missing item the next day (which would have been the 29 December). After arguing with them and stating that I paid for delivery, so I expect delivery, they then confirmed they will make sure that it will get delivered. Today is the 1st of January. I'm haven't received the missing order nor have I received a phone call explaining or apologizing for the mistake. This is absolutely unacceptable. Why do I have to phone them and begg for something that I have paid for already. I am absolutely disgusted in the way this whole situation has been dealt with. How did they not receive my order in the first place. How can they tell me I must collect the missing item after I have paid for delivery. When I pay for something I expect it. I have emailed customers complaint about this,on the 29 December as well as completing the customer satisfaction survey. You guessed it, no response.