Bad service all round

The below is the email to customer complaints department which I have sent twice now and still not a word back!

I placed my order on the 4th of December 2018.

Email: I ordered online delivery (order number : ********** 8) with PnP for the first time and it will be the last! I was given the option of a time slot for delivery, brilliant, I selected between 3pm and 4pm, my order arrived at 18:21! I called customer care around 17:30 to find out what was going on and the lady informed me that she could not reach the hub or the driver and knocked off at 17:45 so she wasn’t really able to assist! Great customer care service, not.....The driver was also lost in the complex next to Mine and thought it was a big joke!!? So what was the point of selecting a time slot? This then prevented me from preparing dinner in time. Then when the items were being taken out the driver and colleague I think couldn’t find one container and discussed in front of me how they must have left it behind, eventually they found the missing items in another orders container. And on top of all of this majority of items were all melted and everything was warm, I ordered a few chocolates etc biscuits that had chocolate on and all of that was ruined ( they were intended as gifts for Christmas, I cannot gift melted chocolates!)

I am very unhappy with this service for the three and half hours delivery late and all the melted items!