Horrible service

Hi there I have placed an order on the sixty 60 app at 13:45 it's now 17:13 app still says that the order is packed but not collected I'm very un happy I'm stuck at home with a broken car and a hungry child. The reason why I ordered was for lunch but it's dinner time already!!! This is very bad service as not even the customer service can tell me what's happening I need feedback on this I will also be complaining on hello Peter and on the post of checkers on fb this is not good at all