Bad service

I have placed an order at 15:51 they accepted my order and packed it now it’s 18:18 and my order is still stuck at we’re wrapping your order right now I’m holding for 15 minutes calling customer care no call or update advising what’s happening this is a really bad service they should cancel Pick ‘n Pay asap because it’s useless I need my order today I ordered a birthday cake for my dad it seems this is a joke an agent just answered and dropped my call