Dishonesty & Failure to Respond

We placed an order via Nando’s website on Friday 28 Aug. The ETA was 7:45pm. Per the site you can only track the driver once they’ve collected. At 7:56pm the driver still could not be tracked so I contacted the store. They advised he was on his way. I live about 10min from the store. At 8:18pm I contacted the store again as he had still not arrived. They advised that he was 5min away. I called again at 8:32pm as he had still not arrived, only to be told he was outside. I went outside to look for him in the rain. I could not see him. I called the store back while standing outside in the rain to tell them he was not there. They advised he was. They tried to contact the driver and kept asking him to contact me directly, which, for some reason, he refused to do. Eventually he arrived at 8:41pm. Apparently he’d been waiting at house no. 40 when we are house no. 20 but nowhere in the entire process had he phoned me directly nor had the site updated with tracking info. For almost a full hour no one could tell me where my order was! During this process I tried the online help which gives “I have not received my order” as an option, but no response received there either (what’s the point of having it?). My food was ice cold, the packet soaked and torn. The livers were rubbery and reheating did them zero favours. The chicken strips were hard on the outside (crispy and stringy) and the box had a sticker saying they had passed quality inspection (haha!). I have a picture of them. The store said someone would call me about my order, not sure if they called on Saturday, but either way that was the one and only call regarding my complaint and no message was left and no one bothered to try again. 2 weeks later and no response, despite reaching out to them on Facebook and, again receiving empty promises that I would be contacted. Shocking experience made no better by how it’s been handled.