Terrible customer service experience

Pnp Musgrave and the asap app, absolutely disgusted at the customer service by both, the app is supposed to be convenient way of shopping but its accually more stressful than going into the store, i have phoned their help desk so many times to complain about the service and only received reference numbers and said they will refer to the complaint to admin, I have no joy each time is use this service and its an absolute waste of time, I live 5 minutes away from the store but they deliver the groceries 3 hours 30 minutes later, no one answers the phone at that store and it's really frustrating as a consumer this is my last resort of getting assistance as I have phoned the call centre without any joy, I recently ordered of the the pnp asap app from the musgrave store and received a mouldy cream cheese I was absolutely horrifed, how could I give my guests this, there needs to be some sort of wake up call for customer service