Woolworths delivery for online purchase

Ordered a package for delivery at the Woolworths store in Worcester. On the app, delivery was scheduled for yesterday but the status still shows "shipped" as at today. Almost half an hour on a call with the call centre agent trying to figure out where the package is and when it will be delivered. Initially answers such as "there is an influx of orders", "you are not the only customer experiencing this issue" was given as to why the order was not delivered on time. Not sure how exactly this is the customer's problem...

Only after demanding a resolution and answers as to when it will be delivered, was an escalation done on a Whatsapp group where all the couriers are on.

If I knew this was the service to be expected, I would have made another plan and not ordered online.

This is unacceptable. Is this what "the difference" looks like?