Diabetic paying for lunch and not getting it

We placed an order***) for delivery via Dash, the delivery was to come between 13:00 - 14:00 at 14:20 the delivery did not come, the app update from the online shopper was that the delivery was being handed over to the driver but when we checked the app it showed the order was still in the shopping phase. When we called the call center they said they were waiting for the chicken to get ready and it was going to take 10mins, so we waited, at 15:10, we were still waiting, when we called again the agent said he would check to which they kept us on hold for 10mins and then dropped the call, no feedback no answer and no knowledgeof whats going to happen next. When the order came at 15.20, and upon opening the bag, our lunch, that was now late did not come. My husband is a diabetic so all of this was a complete inconvenience considering we paid for our order and being long term customers, did not expect to be treated in this manner. When we called the call center again at 15:45 they said they would investigate and we still don't have our lunch. Worst service ever.