Goods paid online, no delivery for 3 days even after escalating

Pick & Pay order # ********** 869. We ordered groceries online on 2 October 2017. We booked and paid extra for a delivery slot for 4 October 2017 between 19:00 and 20:00. The order never pitched. No explanation, no phone call. The next day I had to phone and find out what is going on. Long stories, excuses about orders not being properly packed, arranged to deliver the groceries on 5 October between 18:00 and 19:00. Guess what? It never came. I tried to phone the so-called help line but held the line for 40 minutes with no reaction. I took a picture of this. I had to phone this morning (6 October) again, waited 10 minutes to be helped (all on my own cell phone account) and I was told that there was a mix up, they will now deliver between 15:00 and 16:00 today. I requested my work to leave early to be at home for the order. The order was never delivered. The call center also closes earlier on a Friday, so now we are without groceries we already paid 4 the past 4 days and had to buy take out food for the family which is an extra expense to my budget, not to mention the cost of calling the call center and the time wasted in this whole process. Not sure what I must do tomorrow - call the call center again? But I cannot sit the whole weekend home waiting for our groceries. I requested the agent this morning to please log a complaint - she provided me with an email address and said she would escalate to the region manager. The email was written, but no confirmation or feedback was received up till now. Pick and Pay has not once communicated with us on the matter. No phone calls or status updates were received from PNP ate any time. Just one way communication from our side. We really feel helpless. Terrible service Pick and Pay!