Poor service

I went to McDonalds Vincent in East London and ordered food. Once I got home I saw that I was missing items. I called them at 17:15 to inform them and the lady apologized and said she will call me back. At 17:25 she called back to get my address details and said the food is on it's way. At 17:45 the manager calls me to find out what the missing items were and my street address. At 18:15 I call to find out where the food is as the kids are hungry and I need to bath them and get them to bed, i am told it will be there shortly. At 18:45 i call again, i am now irrate as it is almost 2hrs and i again explain this food is for the kids, i cant feed some and not all and i am told the driver is busy and they only have one driver and that for the inconvenience they will upgrade my chips to a medium. Whoopee. My wife then calls 10min later to say she on her way to the store and they better see that the kids get a meal each as it's our time and fuel that is wasted due to their negligence, the manager says the driver is on his way and he already upgraded the missing order to a medium so what else must he do. I feel seeing that the issue was on your side, this should have been dealt with some urgency and I was not angry when I got home and told the lady not to stress but the waiting for two hours now caused this issue to escalate. There is furthermore a McDonald's 3km away from me, why not ask if I can go to them and collect the missing order instead of keeping me waiting 2hrs? As I type this review, it is now 19:08 and they are still not here.