Poor service by Chronic Medical service

My chronic medication was ordered online by one of their doctors on 02/8/2025. The medication is still not delivered on 18/8/2025, despite them claiming 7 days delivery at the latest. I followed on 11/8/2025, through one of their doctors at Mokopane clinic and they promised to dispatch them as soon as possible. I send them an e-mail on 16/8/2025 and the response was just the standard message stating delivery terms and conditions. They did not even bother reading the details of my complaint. I do understand why don't they allow us to obtain our chronic medication from local pharmacies like Clicks, Dischem, checkers, etc.