Frustrating and disappointing

I am so disappointed. This is an amazing concept, especially in these times. But the powers at be should see to it that the people working for them understand timelines. There is no structure. They ask you to choose a time.....I ordered yesterday, for delivery today between 14:00-15:00. My shopper started asking me about substitute products at 15:45. At 16:00 she let me know she just made payed. It is now 18:55 and I'm still waiting for my order.....among others I ordered chicken that has not been in a fridge for over 3hours. Now I'm asking you. What is the point of having a great concept but losing all your customers after they give you one go.