my food was never received

i order food on the 29/11/19 i waited outside in the sun for my food as they said its on its way , few minutes later it change and said is ready for collection which i did not request ,then it just went to complete status the HELP team is very useless giving me feedback of copy and paste while i was frustrated waiting for my family supper tried logging quires all they said was they are looking on it till today nothing has been done