negligence

I had bad experience with woolworths online delivery, after numerous attempts for them to come and fetch their order no one is getting back to me and the nicest part is they read the email and no response, i sent an email to ********** and i was informed that my complaint has been referred to their Online shopping team for their urgent assistance. that was on the 08th of February and today is the 21st and i am still awaiting for them to call me and come fetch their order.