Sainsbury's online system is terrible

I ordered some baby milk (8 cow gate about 50 pounds by using a 10 pounds voucher) last week as a first user. The delivery date was set to 18/11/2012. I waited for a whole night but nobody came and no any information. From Monday I started to contact the 08003281700, and was told somebody from store would call me back later. I waited but still nobody called me. This happened several times until Wednesday afternoon I insisted to hold the line for one hour to speak a manager from store. He cannot give me an answer because he was not sure if they charged me or not and he needed to dig it out. Finally he called me back and admitted their problem and promised to redeliver tonight. Guess what. Still nobody came and I have to call 08003281700 and repeated my story again. Even I have spent a long time to contact them. So far there is no any positive results. And I don't know how to raise my complaint. This experience is terrible.