Pay for drinks online and then never receive items

We were at the Theuns Jordaan show, the show itself was great, but we had ordered drinks with our booking but never received our jug of juice. We received the other items ordered but not that. At 20:05 I went down and asked a lady with blonde her about it. She made a note on her hand and said she will find out, and bring it to us. When the interval arrived we still had not received our juice. I went down to try and find someone in charge, but could not find anyone. I stood in the que to order a coffee and mentioned this to the lady who help me with the coffee order. She said perhaps I should mention it to the guy making the ****tails. By the time I received my coffee the que at his table was still long and the lights were starting to flash to signal that show was going to start. I had to leave it. When the show was over there was almost no staff in sight and the lady who helps with the parking tickets had such a long que we just left it.<br> <br> This is not the first time we had trouble with this service. On my boyfriends' bday I have to run around to arrange drinks that was prebook as well. I send them a complain email, they did not even reply.