Horrible service!!

I had placed an order via the Debonairs app for some pizza from Debonairs Goodwood today at 16:36 and it's over 18:18 however the food has still not been delivered. I have received confirmation for the order being placed and no feedback as to why there has been a delay. I have contacted the restaurant to find out what's going on and the representatives keeps transferring me from one department to another till time of closure. I have no way of finding out what's going on or if I will be receiving the order.