Poor Service on Delivery

I have placed an order at 11:00 for delivery to be at 13:30. I have not received the order at the scheduled time and when i called through to get an update i was directed to a call center where the agents keeps apologizing. I would understand good customer services is applicable by her apologizing however the issue was not her to be sorry for. I was then passed to the store however went to their voicemail, seems quiet odd for a franchise to have a voicemail facility(Are they going to be calling potential customer back?) Speaking to the Manager thereafter who is supposed to get in contact with the store. First call, i was advised that the Manager from the store will call me in 5 minutes. Haven't received that call. Second call, will be called back in 5 minutes which still hasn't happened. Call comes in 10 minutes later whereby i am advised that they only have 1 driver and is a new driver. After all of this drama, the driver then arrives at 14:30 to deliver the order that was meant to be here at 13:30. This wouldn't be the first and last that this occurs.