Terrible Service and Worse delivery time

This was definitely my worst pizza waiting experience ever.

I ordered my family's dinner online (using the app) and received confirmation at 20:05 on 01/01/2020. Just under an hour later at 20:55 (before the store closes at 9pm), I called them and they said my order was ready and just leaving the shop. Also got a few excuses that the shop was very busy, etc. I requested that the driver deliver my order first on his round as I have been waiting very long already and live less than 5 minutes from the shop. They agreed and even heard the driver confirm this in the background.

At 21:20 still no order, then I phoned the store. Who told me that they could not get hold of the driver and he should be on his way. I waited patiently outside my house as his first stop should've been my house (as requested). At 21:30 (30 minutes after the store had closed), still no delivery or contact back from the store. I called the store again, still no info given, driver could not be contacted (excuse was that he is maybe riding the bike) and a lot of other excuses of how busy the shop was. No apology still. I was also advised that there is currently no manager at the store (permanently I think) and that the owner was out of the country. Surely, the store should've been prepared for another busy day of making pizza's.

Finally at 21:40 (1 hour and 40 minutes after order and 40 minutes after the store had closed), I spot a motorcycle coming down my street and wave him down as I have been waiting outside for over half an hour. No apology or anything and he also let it slip that I wasn't the 1st house he was to delivering on his round (falsely promised, I guess). It is ridiculous waiting until this time (21:45) for my family (children included) to get food ordered almost 2 hours ago, whilst I stay 5 minutes away from the shop.

In addition, the order tracking link on the app was not working and just said that the order tracking is unavailable. So no feedback!!

If we were not so hungry already, I would've definitely sent the food back. Most definitely lost a loyal customer. Took 1 hour and 40 minutes, bad customer care and no feedback, broken promises (I was definitely not the first delivery) and food was below standard.

Btw: The Doughnuts are much worse than the pizza cold ! I wouldn't even recommend ordering them just to try out.

Cheers Debonairs