Unhappy and disappointed customer

I am a very unhappy customer. I have on numerous occasions ordered Debonairs on the Uber eats app and have successfully received the ordered meal on previous occasions which was made from the Kraaifontein branch. The past two occasions we have made our order and after waiting more than an hour, the order gets cancelled without any apology or explanation as to why. This I feel is an inconvenience to me and my family because after waiting that long to feed my kids, I now had to make a other plan. I am utterly disgusted in this service as this is one of my daughters favorite take out and she gets disappointed each time. The service is terrible and I'm not sure if it is the app or whether it is the Debonairs branch in Kraaifontein. I want an explanation urgently as this most probably wont be the last time I place an order on the app since it is suppose to be convenient. Do not want to be disappointed again and especially don't want to disappoint my daughter again.