Papa Johns Pizza complaint: Delivery problem

I have called el Shorouk branch to make an order at 03:45 pm ,I didn’t receive the order so I called the customer service at 5:10 and someone told me that the order is already on the way and that someone will call me to follow up.But still the order was not here so i called again on 5:45 someone told me that the order is not ready and that it didn’t leave the branch in the first place as I was told before, the customer service agent told me that the order will reach me in 10 minutes and if it exceeded 10minutes I should take it and pay no money. The order came on 7:15 of course I didn’t take it. So I really need to know how come an order takes about 4 hours , and need to know how come a customer agent would lie telling me it’s on the way , he could have told me they have a problem and won’t be able to deliver it so I would have a choice other than waiting for 4 hours.