Online order not delivered for over 3 hours and no help from staff

I placed an order online and after 1hour I called the store to find out what's happening, I spoke to Musa at blue hills shopping centre who said he will call the driver and get back to me. She got back to me and told me she can't get hold of the drive because his phone is off and there is nothing she can do so I must just wait. I then called customer service to report the matter, I spoke to a Xoli who said she will call debonair blue hills ND find out what's happening and get back to me. It's been 3 hours in still waiting.