Late delivery almost too late

<p>I booked an online delivery slot for 23 September between 15:00 - 16:00. At 17:30 my order still had not arrived. My wife tried calling PnP online and told her that the driver was stuck in traffic due to an accident on the road and that the local store didn't have my details to contact me. Just as I was about to drive to my local store to buy everything myself (my guests were on their way and I didn't have the order!), it arrived at 17:50.</p> <p> </p> <p>Firstly, we live within a 5 km radius from 3 Pick 'n Pay stores and the delivery vehicle is a Tuk-tuk. Where did this so-called accident occur that delayed my order with almost 2 hours (if I take the latest possible time of the scheduled delivery? We work in the area and have received no reports of any serious accidents that could have caused this. How is it possible to be delayed for so long? Secondly, for an ONLINE ORDER, how is it possible that they didn't have my details to explain to me that they were going to be late and why? Thirdly, I have filed 2 complaints online (http://www.picknpay.co.za/contact-us) on Monday 26 Sep and again on 5 October and received absolutely no response.</p> <p><br />Is this how they do business?</p>