Bad service delivery

Its 19.40 pm and i just received my order from westgate mall branch in mplain i placed order 17.26pm and store received order immediately just over 2 hours i waited at 18.26 i called the number for store got threw to call center 3times nd they try to put me threw to store fone rings until it goes off.i finally called customer care twice and spoke to another agent who tried to get hold of store manager to call me back and explain why order is taking 2 hours but still no1 called this service is unacceptable