Pathetic service

I have place an order at 10:38... it is now 13:38 my order is not here, I have called almost three time but no one known where is my order, on the app it says the order is complete and nothing is delivered.this is annoying as this is not the first time Engen Thembisa is doing this, they deliver at my address every second week so it cannot be the address issue...how long should my kids wait?