2 and a half hours for a pizza

We ordered a pizza at 18:17 on the 29th December 2015. We are staying no more than 2km up the road. After 2 hours we still did not receive our pizza. When we called we were assured it was on its way. It is now 2 and a half hours and no one is answering the telephone or returning our calls. This is the first time we have used them as we live up the road and thought it would be convenient. This service is shocking and will certainly not be using them ever again.