Customer service severely lacking

Placed an order at 3:30pm on your "Bottles App", with 3 items only, and it took 17 hours to get delivered. No one contacted me to indicate that the delivery would be delayed until the next day, so I sat waiting wondering what was going on. No one answered the support line, and no one answered the support chat/email. It was only after 11pm that I got a message saying that the delivery would be done the next day, no duh hey...

Once the support department responded to my email, it attempted to down play it they problem: "...especially peak hours or due to large orders, deliveries sometimes take a little longer." This did not just take a little longer, it was 17 hours, and it was 3 small items. How come there are competitor apps out there who deliver on time, every time??

I'd appreciate this be escalated to your management, as requested, as I will not be using your app again. You guys have a LOOOONG way to go here...