2 hours or more for delivery

I placed an order on their website at 11:23am on 26/03/2020 it is now 13:36pm, and have still not received my food. There is no answer from Liberty Midlands Mall branch. We called the mall and got an alternative number. It just rings. The first time we got through they said there was a delay but the delivery has gone out. that was 1.5 hours ago. I already received an email asking to rate my experience etc... how am i suppose to rate something i have not received. The customer service is utterly disgusting.