Pathetic/No service from PNP Online shopping

Over the last 3 months that we have used P n Pay, there is always something not included in the list we order. In this case its always chicken. So since this chicken didnt come with this order, we had to order separately, which means we need to pay delivery again! We got an SMS that it will arrive between 2pm and 6pm yesterday and nobody came - No call, nothing. Then when I phoned Pnp online, im told its "still processing", yet Ive been charged!!!??? Still no indication when its coming. I was told ill be called back, but nothing, which is typical. Do I need to shout and scream at someone before I get heard ??? Why does one always have to do this ? So now, not only is pnp not providing what we paying for, we are being charged for delivery BOTH times. Why does every service in south africa have to be so pathetic!? To top it all off, when Our stuff arrived the first time, the chocolates were melted and sugar is rock hard as if its gotten wet - How can PNP expect to give products like this to their customers ? Do you think a customer would take melted chocolates and rock hard sugar from the shelves ? Now I need to drive to a PNP to get this swapped, and there is no guarantee that this will be swapped either. This is just pathetic!