Rude, arrogant customer service staff and extremely slow service overall

I placed my order and wanted to deliver it as a surprise to my friend. Two hours later and no delivery yet. The guy at customer care - Sergio seemed to know so much about the problem that I was having that he didn't even let me finish my sentence. When I eventually did get a word in, I simply asked that they make sure the food is fresh, he rep****, there's nothing that they can do about it, the traffic is bad, I would have to just understand that they can't drive fast... I ordered from Cresta Rocomamas in Blackheath, order needed to be delivered in Northcliff.... If I walked I would've been able to get there in 30min. Amongst other things I ordered a milkshake, I wanted to make sure that it was still a milkshake after 2 hours. Anyway, so I ask for his supervisor, then being put on hold for another 15min, he comes back to say I would have to wait for the food to see what it looks like before I can put any complaint in and then they will reassess. Reassess what? That the service is shocking? That the milkshake is not milkshake after 2 hours? People don't just order for themselves, they order for other people as well. That's what I did, I ordered for someone else. So, if the food arrives in a shocking state, I can't exactly send it back, now can I?

This is not the first time my order took so long. If you can't deliver what you promise, then don't promise!