Pick and Pay horrible service

I placed order at13h20 on Saturday 24th. Order no ***. Received my order 25 Sept at 9h44am. After numerous calls and all agents telling me it is at picking centre you will reciebve groceries by 16h00 maybe 17h00 I waited untill 18h00 before departing for a pre booked show. I called on Saturday morning and two different call centre agents said its not invoiced the scanners were broken to its still being picked and not invoiced. I received my groceries. My frozen foofd was completely defrosted and the bag was torn from I suppose standing overnight with the groceries. My lamb shanks are warm and completely defrosted. Worst service ever my first and last time shopping pick and pay.