Can Debonairs define service?

How long should one wait for a pizza delivery? Is the service pathetic because we are in Soweto? I ordered pizza on the debonairs app at 16:35 today. Jabulani mall It's 18:02 and still no delivery. And messed up part is that as per the app I can't trace it! Should of seen this as a red flag! I call the call center, ***, no answer. Imagine! So the incompetence is not only from the restaurant but all the way from the call centre.