poor service

I bought a meal from steers online at around 11:43 and at around 13:08 I called the shop informing them that I haven't recieved my order and I have desided to come and get my meal from the shop but I was told that the drive he is on his way, now it's 19:43 and we still waiting for the meal. The said part is that I already paid online. what a dissapointing service