Not giving feedback when delays happen

I contacted chicken Licken at the boulders shopping centre at 10:25 to make a request for delivery which the time is now 12:52 and I have not heard anything as to why my order has delayed, each time i attempt to call for a follow up ,their number is engaged.This is not the first time that they do this and yes they say that they are going the extra mile when they do deliveries but the service is terrible. I am situated in an office park right next door to the shopping centre and i do not understand what can be a contributing factor to them delaying.