Online Order Complaint

Order number # ********** 590

Hi there

I placed an online order yesterday for my elderly parents to be delivered today between 10h00 - 11h00. At about 14h00 I found out from my mother that her order hasn't arrived. I called your online help number and I spoke to Kaycee who after 12 minutes on the line could only tell me she will find out from your Hub manager where my order is and she will call me back in 10 minutes. 45 minutes later I had to call her back to find out what happened and where my order is. She still did not know and told me she'll get back to your hub manager. 7 minutes into the call all I could get was there has been a delay and it will arrive tomorrow at an unspecified time except fr first thing in the morning.

I do not think I have to say as a customer that you need to manage me and keep me posted on where my order is. My parents are old and they should have their groceries as and when you as a brand promise to deliver them.

I am extremely upset and I find this lack of consideration for your customers and lack of communication appalling. This is completely unacceptable and I need someone who can give me more that "I Don't know" to offer an explanation, an apology and some sort of compensation for wasting my time and money on the phone; plus my time writing this complaint.

I also need reassurance that when I order things they will arrive when you say they will; not when I've had to complain.

Moreover; Your contact us page doesn't work - I couldn't submit this very complaint that i've now had to take to your HP page!

regards Nomty **********