Poor service

This was my first time using the ASAP app. I have placed my order at 15:30 yesterday afternoon and still no delivery up until now and it's 8:30. I called the call center and according to their records my order hasn't been invoiced for so therefore no delivery, the operator asked me can I fetch the products myself or should he schedule another delivery I told him I'll fetch myself. I mean the level of incompetence is astonishing, the reason I used the app was for me not to go to the shop and now I still have to go to the shop and on top of that I paid delivery fee!!!