Poor customer service

I ordered items on Pick and Pay ASAP at 15h30 today and my delivery keeps on getting postponed. It is now 18h00 and l am still waiting. Good customer service starts with communication. A simple message or email regarding delays in delivery would have been much appreciated. They state online that their number is a toll free but l spent about R100 in airtime trying to get through to them with no luck. This is not the first time this happens and it’s really disappointing to know that we have to complain in order for us to get service delivery. I called the customer line and my airtime depleted while l was still talking to an agent but no one bothered to call me back.