Bad service

Can you please help me understand why it took almost 3 hours for my order to be delivered. I placed on order using your app. At 18h11. Received a response advising that it will be delivered at 19h01. When i saw it was 19h20 without receiving it i called and i was advised it will be delivered in 30 minutes. I waited and i called again at 19h50 and i was advised that the order i out for delivery and that was the last time i was able to call in and get through for assistance. When i tried to call in after that the number was not going through. After waiting for 2 hours i decided i wanted to cancel my order as i believe it does not make any sense for anyone to wait more than 2 hours for their meal and its not fair that i cant get through to your shop to cancel the order as the line was not getting through. I believe that was done on purpose as they did not want the clients to cancel their orders due to shops delay. I tested the number on Sunday after 9 and it was working. I ended up have to buy at another shop so my son could have a burger that he wanted. I believe the order came just before 21h00 as i was not there to sign to collect. My issues is not being allowed yo cancel your order as i was unable to get through to your number and cancel my order. i had to go to another shop and buy supper.