Bad service/ Poor customer service

I put in an order at 15h00 on the pick n pay ASAP website a platform for convenience and that will deliver as soon as possible as the name says how ever I waited 4 hours for my items and to make things worse they were missing items. Tried o contact the call center and all they could say is that it's the store behavior and need to make contact with them called the store Pick n Pay Nkomo and they did not take accountability instead blames it on head office as he was no order during that time says the lady who answered both agents with no care about customer service