Still waiting for a delivery scheduled for 23/10...and a response/explanation from PnP!

On Monday 21/10 we ordered from PnP & received a confirmation email stating delivery on Wednesday 23/10 between 6 & 7pm. There was no delivery, which compromised our dinner, school lunch boxes the following day & much more...very frustrating indeed. On calling the online customer care, our ref no (and therefore our order) was not showing & the lady said she could not help any further. I emailed the relevant address with my complaint (& query whether to buy my weekly shop or wait for the delivery) that morning...no reply. I sent 2 facebook messages with the same query (they state a reply typically within an hour)...no reply. Later on Thursday I received an email stating my query had been escalated but here I write at 7:40pm on FRIDAY 27/10 with no reply/solution/apology/answer. We have always been very impressed with the online delivery system but will definitely hesitate to use it again. We have wasted time and money buying 'bit by bit' along the week, not knowing if our big delivery would be coming. I cannot understand how we have the standard confirmation email (with a ref number) and yet nothing shows on PnP's system...??? Unacceptable customer service & communication.