Problem with PnP Online Order Delivery Service

I placed an online order for a weekly grocery delivery for my elderly parents on Friday, 29 November 2019 to their retirement home in Pretoria. Order number # ***. I have previously successfully placed more than 6 orders for delivery with PnP in to this regards to this same address. However, It is now Tuesday, 3 December and this delivery for reference number # *** has still not taken place. My parents are 93 and 92 years old and have been without their weekly groceries for 5 days. I have contacted the PnP customer care. After being placed on hold for 10 minutes they said that delivery would take place today. It is now 17:09 and they have still not received their order. I am hoping to get a better response from PnP's customer care on this platform as my prior attempt to resolve this problem with their customer service department has been unsuccessful.