Appalling Develvery time not adhering to the consumer protection act

I am very disappointed in checkers sixty60 on Friday 13 May I placed an order on their app timeously to suit my plans (it is why we order isn't it) the driver came 2hrs30min late at this time checkers had already hidden behind a WhatsApp message (a call would of been more appropriate) There promise is that you will get your order in 60 minutes they did not adhere to this promise I lay a compliment with no resolve. I called in and spoke to a Busi who could not resolve and said she was going to talk to a manager who said they couldn't do anything they are not responsible for late orders and had sent me a WhatsApp how pathetic. When asked to escalate the complaints they did not adhere to the consumer protection act by following up with ombudsman details. How do we as consumers protect ourselves from a promise not kept? How do I escalate this further?