Pick and Pay Online Order Sucks

I placed an online Order on the 19th of September 2025 and received confirmation email that my order will be delivered on the 26 September 2025. To date i havent received the order and any formal communication that my order is delayed. I have been calling their call center number ***) and their agents keep on telling me that they will comee back to me with feedback but never call. Today i spoke to the lady (Akhona) and she just told me that there is no SLA for online delivery. She mentioned that they can even deliver after a month which i feel a bit strange. I then asked to chat to her senior which she then called a guy called AMEER who mentioned that he is the team leader but the guy is very clueless on how to handle those delivery issues. He mentioned that they are just a middle man between the consumer and the store and the only thing he can do is to escalate to the shop and nothing eelse.