Non-delivery of online order

I did an online grocery order on Monday 25th February, and schedule it to arrive between 10 and 11 on Friday 1 March as we were leaving at 2 for a weekend away. I received a confirmation email. By 11:30am on the Friday morning there was no sign of the delivery and no notification of any delay. I phoned the call centre, and after being on hold for a while was told by a man that there has been an issue with the driver, but that the delivery was on the way and would arrive in the next 30 minutes to an hour. This did not happen, and I called again, now worried as the food for our whole party for the weekend was not there. I then spoke to a lady who first of all said she'd put me through to the driver who was lost, then put me on hold, then told me that the order had left the hub, then put me on hold, then told me that the depot has actually never received the order. I was on the line for almost half an hour. By now we realised that we had better rush to the shops ourselves to buy the food in time, as we had 3 different stories and no indication of if the food would ever arrive. When we returned on Monday 4th March I had still heard nothing from them. I sent a complaint via the email complaint line, and to date (Monday 11th March) have heard nothing and received no refund.