Waiting for an order for more than 2 hours and then it get cancelled

Order accepted at 17:00, estimated delivery time between 18:09 and 18:13. Called the call center at about 18:20 as the order status was still on preparing your order. After holding for about 3 minutes, Philiswa then advised that this order has not been assigned a driver yet, the will do so soon. After I ask when will then happen, she said she does not know. Asked to escalate, she said I am going here the same thing from her superior and refused to put me through. After about 20 minutes with her on the call, she then says I must wait until 8. Then few minutes later she says the drivers are rejecting the order. Few minutes later she says she is cancelling my call as the store is closing at 19:00.

This is not acceptable as we have children who are waiting for food for this long and only to be told that the order is cancelled and you will get your refund.