Poor service at Ebony park Kfc

I bought streetwise 5 online the KFC that had to deliver is Ebony park kfc, I stayed 3 hours for my order to be delivered and even it's not delivered, when I call the store, I spoke to a lady by the name of Celiwe whom is a manager at the store she failed to assist me I'm disappointed, she told me that the driver took my order yet I haven't receive it and my transaction is not yet reversed