Pick ń Pay ASAP? More like never

Placed an order, got the notification that the driver is picking up and that’s it. Nothing more. 3 calls, 3 different agents, 3 dropped calls. It is now 3 hours since my order was supposed to be delivered and yet, no delivery. Asking to speak to a team leader got me put on hold and then the call was dropped. Is this the way SA customer care is going?