Online order failed to be delivered and poor online customer service.

My Sister who is based in the UK placed and order on the 1st of April 2020 to be delivered to my mum on the 25th of April. I've called the online customer care line to chase up her delivery and no1 could tell me what is happening. It's been 4 days now that my mum is without food. We rely on the home delivery for her as she is a pensioner and do not want her to go out to do shopping as online shopping is more convenient to be delivered to her door step. Your customer online service is appalling, I've been placed on hold for almost 2 hours, I spoke to 2 Team leaders Tyrone and Alistar who told me there is nothing they can do. The line was dropped on me. I called back and requested to speak to Alistair again as he will have a look into this for me, but didn't even call me back when the line got disconnected I asked to speak to an operations manager and was placed on hold and the line got dropped. The service is the worst ever, why do you have a customer service line for online service if they can't render proper customer service. I am fuming no-one seems to resolve this. My mum has to go another few days without food. I need someone of head office to contact me Asap