Poor Service - Online App

This is by far the worst online shopping experience that I have had.

I ordered items online from Zara on Thursday 28 November 2019 and elected to have my order picked up in store. To date I have not had confirmation that my order was delivered despite the delivery date provided to me was 04 December 2019.

I decided to go on to Zara's online chat, and the consultant that assisted me said "I do apologise about this" and continued to tell me that they will investigate and try and solve this matter within 48 hours but it could take longer. No empathy nor accountability for what has happened.

The service is shocking and there is absolutely no way of escalating to a customer care/ complaints department where my query will be handled in a proper manner. I feel like I just need to sit back and be grateful if this gets resolved. It's complete *******!