Ok, this story has good, bad and ugly.
First the bad: today was the second time in a row we ordered and it took over an hour to get our food (order confirmation came at 11:50am and still had no lunch by 1:15pm). Both times I called and asked where the order was and talked to people who are obviously not trained for phone service. It was a lot of "huh?", "um" and "hold on".
Now the ugly: Today the manager, J., got on the phone and I was just plain hangry. I wasn't disrespectful but I did unload my frustration that this was the second time in a row we had problems with delivery, and I was about to leave my office for the day without lunch. He stayed professional the entire time.
And the good: J. personally remade the entire order, comped it and delivered it himself within 15 minutes. He was totally sweet about it and made good. Typically when you hold someone accountable they get all crappy about it (especially if one of you is hangry), but he was great.
Based on the other comments here on Yelp it seems like they have some consistent problems. Will have to try them one more time to see how it goes, willing to give them another chance after how it was resolved today.