Bad service from Malaicha.com

I made an EFT payment for a grocery order *** on the 12th of April of which this was suppose to be confirmed latest next day as per their TOBs. A day later on enquiry I was told they can't locate my payment. I presented the proof of payment of which I expected it would take a day to confirm. Up to now the 16th no one has bothered to give me an update, I have to follow up myself and am told they have escalated for feedback once provided I will be noticed. I wonder how long it takes to check if payment has been received or not. This is the worst service I never expected from Malaicha. I use their service bcoz of their promised delivery time frame otherwise its better using other means than pay fees for service like this