Incomplete orders

I ordered 2 all star box with buddy bottle at KFC Moorton Chatsworth and the cold drinks never arrived, I sent an email and no one has responded to my message, as it is we pay so much on the app for convenience if they can't meet this standards what's the use of us ordering online, this is not the first time this happens who is actually responsible for ensuring that the orders are correct, because the drivers always says I should contact the store. This is really bad service