Steers real food, real late

Hi, i placed an order with Steers Vaal Mall at 19H00 and its already 20H50 and im still waiting. No feedback as to why they're taking so long, nothing. I had to phone in to the call centre to find out what's going on and they just say they're very busy. This isn't the first time this happened so i take it they're very busy every night. This is just an excuse for bad management.