Poor service

How do you take on a order and close you shop with out having all orders go out. I placed a order on the Mr D app at 15:28 for essentials I needed to break fast as I never had a car to buy the things... 4:30pm I call like 5 times to the store as it was now a late delivery they don't pick up nor does Mr D 5:30 I eventually get Mr D and they say they going to escalate the problem... After using R50 airtime I'm still sitting with no groceries and no refund which might I add is over R600. Its appalling that this happened twice to me.