Poor delivery and customer service

I received my order after an hour due to the delivery driver apparently getting stuck on Francie van zyl drive. I was not impressed as I was not notified about this. All I could see was him standing on the same spot for almost 20 minutes. I phoned and he did not answer, I messaged and still nothing. I was not happy about this. This was unacceptable service. The app showed that the driver had my food yet it said that the restaurant asked for more time. I then complained to customer service about receiving cold food and the late delivery and by my surprise they provided me with a copy and paste response. They said sorry for the late delivery and that my feedback is appreciated. They will provide the feedback to the restaurant, however, this was not the restaurants fault. This was the delivery service fault. This is pure laziness and unacceptable customer service.