Service Delivery Issue Mr D and Pick N Pay

I had ordered groceries from Pick'n Pay using Mr Delivery for delivery on 16th April, but they were not delivered. I emailed Pick n Pay, and after taking their time, they advised me that I must contact Mr D to resolve the issue. I contacted Mr D and was informed that the complaint could not be pursued as more than three hours had passed after the incident. I would like to ask a simple question:

There has been considerable delay in contacting Pick n Pay and then receiving a reference to Mr D. Now that Pick n Pay has washed their hands of this incident by invoking the late clause, is there any way to address this issue? Previously, they had been a good service provider (both Mr D and Pick'n Pay), and I had been dealing with them successfully, so this sudden fall from grace is very distressing to me. I would appreciate it if you addressed my concerns Order No:#GROC*** Items: 6 Date Delivered: 16th April 2026 Address: Flat 104, Saxony, 17 Samora Machel Street, Durban 4001 Durban Central Cell: *** Name: D.Nag