Bad Service

Order number: ********** I ordered food online at 12h32 and till this time(15h27) I haven't received my food. I called the call centre to assist in the delay of my food, first lady i didn't get her name, second lady(Levern) gave me a number that does not go through, third lady (Sam) promised to call the store and call me back which she hasn't. On my fourth call to the call centre I was told Sam is on a tea break and will call me upon her return. I don't understand how does one promise to call you bad and leave for their tea break, what happened to customer service?