Delayed and disappointing service delivery

I placed an order for delivery with this establishment at 19:22 on Saturday, 10 November 2018. Due to the delay in delivery, I placed a second order for collection about 40 minutes later.

The establishment is approximately 10 minutes away from my delivery address at the time. I got to the establishment to collect my second batch, and to inquire about the first order. I was informed that the order is out for delivery and that it should be delivered by the time I get to my delivery address. I was also informed that the establishment had a shortage of drivers, hence the delay.

I specifically informed the assistant that I had placed the first order approximately an hour ago (at this point) and she was not even interested in locating the driver to establish the approximate time of delivery or reason for delay.

I got back to the delivery address and still did not have the delivery. I called the establishment to inquire about this, and they informed me they would track the driver and call me back, but I did not receive any feedback on this. I called back several times, but this time, there was no answer. I only received my order at approximately 9pm ( a whole hour an a half after I placed my order) and all the drive could say was "it's still hot".

I am absolutely disappointed with this service and this is unacceptable for a fast food establishment.

I completely understand if there is a shortage of drivers, but as the establishment, you should inform us accordingly, so that we can make alternative arrangements or order from another establishment.

It is absolutely unacceptable that I have to wait an hour and a half for food which is coming from an establishment 10 minutes away from my delivery address. Even more unacceptable is the manner in which the establishment failed to address the issue. I have to date not received a call back, as promised, after 'tracking' the status of the delivery.

While your pizza may be hot when it gets to me, (i) it is absolutely not as fresh as it should be, if it is getting to me an hour and a half later and (ii) it does not mean that your delivery gets to be delayed and (iii) does not mean that your service gets to slack. This is absolutely unacceptable.