Terrible customer service

I've been a loyal customer of Petheaven for years and order all my pet food from them every month. Service used to be good with a few minor delays on my order in some months due to stock availability, but this month I'm having the worst experience. My order hasn't been delivered after 8 days. Spoke to Petheaven consultant and he assured me that I would receive my order yesterday. When I try to call Pet Heaven I get an automated message that they are dealing with high volumes due to Black Friday (which was 7 days ago) and am told to send a whatsapp message or email, all of which goes unanswered.

In my opinion the service from Pet Heaven is not as good as it used to be and I will be taking my business to other online Pet food retailers in future.