Pharmacy Direct bad service

According to pharmacy direct. They delivered the Medication to East London. My parents have been with them for 2 years. Suddenly in December there is a mistake. This is highly unprofessional. My parents had to go and stand in lines at pharmacy's to collect meds on a weekly. The medication is supposed to here by the 8th of December. It's now the 21st Dec. I would like this to be taken seriously as you can not let a patient with type 2 diabetes, high blood pressure and a thyroid disease suffer without their medication. How can a medication dispensers let this happen