absolutely bad service and customer satisfaction

A colleague of mine ordered meals on our behalf. The order was made at 10h00 this morning and we were advised that the order will arrive at 13h00 as they had a problem with their \one"bike used for delivery. We called the franchise again at 13h05 and were promised a delivery @ 13h30. At 13h35 I called again and was told that the driver will leave in the next 5 mins. The manager asked me to be empathetic about the situation"