Placed an order just after 2PM with a delivery promise of 3PM (I have screenshots)

Placed an order just after 2PM with a delivery promise of 3PM (I have screenshots). It’s now 4:30PM, and not only has my order not arrived, but the app shows it hasn't even been started. Delivery time has been pushed from 3PM to 4PM, then 5PM, now 5:30PM — over 3.5 hours after I ordered. This was meant for lunch, and the guests I was feeding have left. Customer service is unreachable by phone, and I only received an auto-reply to my email. This is completely unacceptable. The food will now go to waste. I want to know if I will be refunded for this failed service. Extremely disappointed — I expected better from Sixty60.