Lost parcel...poor customer service!

I ordered groceries online Saturday morning. I was not home Sunday morning, however, I got a notification to say my groceries were delivered. I assumed that my dad might have signed for them. I got home in the afternoon, and there was no groceries. I then proceeded to send an email to pick and pay online, no response, I then called their call center, was on hold for a while,when a consultant answers, they promised to investigate and send my order. Two hours later,nothing, I called the call center again, and the consultant promised to call me back with feedback, dololo!

Am calling the call center once again, long wait! Then call is dropped!

How does a reputable company like pick and pay mess up this badly?