Poor service.....

Placed an order 16:45 got a response within 5minute informing me that they didn't have any extras I ordered which I appreciated . 2hours 30 minutes later I decided to call and do a follow up which resulted into a ladying telling me the order is still sitting there ready and drivers have been skipping it. She then notified me again that my order is incomplete as they cancelled something on it which I was aware. The lady put me through her supervisor who didn't bother to apologise nor asked what had happened he just asked for my address and told me my order is on its way. Then I asked how long will it take he said 20min I asked if they sending me the same pizza that was lying there for almost 3hours he said no so please balance me out. I waited almost 3hours for food that takes 20min fresh from oven to be delivered. No apologies as if it's normal and its ok.