Very disappointed PnP ASAP

I have been using the PnP ASAP Bottles App for about 2 years and I experienced terrible service with my last order on 25 November. I understand that companies were over stressed due to Black Friday etc. but it does not give anyone the excuse to ignore and not get back to customer complaints. Firstly my order was delivered at 10h00pm at night after I received confirmation that my order was on the way at 7h45pm and I tried calling the driver around 8h30 pm to follow up if he is lost or on his way. The next morning I realized my order was missing items and I tried calling the PnP call center and left messages and even sent an email and to date I have not received a call or feedback about my order. I must say that this has put me off from using your online ordering system.