Poor service, no service delivery

I placed an order on Mr D at 12:55. The order was intended to be delivered by 13:40 from Pedros Kempton Park. The estimated time has come and gone and the status of the order still shows as “preparing” at 14:26. I have logged a query on the app. I have attempted to call Mr D themselves, however after being on hold for over 10 minutes, I hung up as it was a clear waste of time. There is no way I can get helped. It’s utterly ridiculous. The driver has been tipped however there has been no driver to collect the order from the fast food restaurant.