Order inquiry

Where do I even start one of the worst ever service recieved from Makro ordered grocery asked very nicely for the delivery to be at 5pm. They said on their what's and I quote "Good Morning, WE do not have control over specific times for drivers to deliver due to traffic and amount of orders they receive for the day, once you receive a sms with the drivers details, you can inform him about times you available. Thank you" just after 2 minutes they texted me me back stating " Hi - just to confirm we’ve managed to arrange the re-delivery for you. Thanks for choosing Makro!" To my suprise in the morning the delivery guy said he was outside. I called the delivery guy and he said he will have to then deliver the following day and he will let them know to deliver at 5pm or after (I got confirmation from Makro's WhatsApp and from the Makro driver Nkululeko, I don't care if it's outsourced I see it as one) here comes a driver again today saying he was outside, I then told him I arranged for 5 he said he was not told , I then asked for him to leave it by the security guard he refused, I then suggested he goes and deliver by the closest person I live next to which is like 2 minutes drive from where I stay he refused and said it's not his territory other drivers deliver there not him which it's a very big suprise. I then suggested he delivers it to at Randburg he refused. He asked where do I work I said Centurion he said yes there he can which is amazingly a 1h30 minutes drive compared to where he was said he will there by 2pm and I must send him the address which I did at 2pm he called and he was at original place of delivery when he clearly stated he will deliver rather where I was instead his name is moraswi using this cellphone number ***.

I questioned his professionalism and how you guys operate he hung up the call and in no time 10minutes I got an email stating that my order was now cancelled and refunded

My question then is why does Makro and delivery representatives agree to my request only to delay me getting food inconveniencing me.

What's worse these drivers often ask me for a favour to rather deliver my orders after 8pm and when I merely request for the order to be delivery at 5pm it's a problem. This is one of the worst experiences very disappoint for such a reputable company like yours