3 hour waiting period for delivery!!!!!!

I've placed an order at the Phoenix plaza brunch for delivery at 6.20pm, I have a 3 year old and a 8 year old who was extremely hungry and not to my surprise I've waited right up until 9.15pm only to receive a ice cold meal and to top that off A WRONG ORDER, prior to that repeatedly calling the brunch I've spoken to Moses who was very polite and helpful and very apologetic, however have spoken to the operations manager Keshnie who u would think would have more brains than stuff coming up with excuses upon excuses, speaking over me many time along with another young lady, just 5 minutes apart from being A THREE HOUR WAITING PERIOD FOR DELIVERY which is disgraceful, Keshnie mentioned that it was a month end Friday, wow did she only know that? Was this the first month end being busy? Was s strategy put into place to resolve issues like this in the near future? They just have a don't care attitude towards customers, I did not pay for my food as it was ice cold and a wrong order, and I am highly disappointed with the disgusting behavior from management.