Order undelivered on specified date

I submitted an order to be delivered to my wife on 05/02/2016 for delivery today 12/02/2016 before 11:00.<br> <br> I clearly stated that the delivery is to be done at a school, and I would like to have the delivery done before 11:00 to ensure delivery is done.<br> <br> Upon following up, with them, I was notified that the order only left 13:00. This showed me that they had no intention on meeting the specified request, or delivery date.<br> <br> I have contacted their call centre twice, and still they have not come back to me regarding where the driver is, or when he will deliver. My last call to them was at 15:00 and they responded to say they will phone me back shortly, which they till now have not done<br>