General telephone etiquette and overall bad service experience

In general their telephone etiquette is non-existing, picking up the phone and chucking it on the counter without saying a word to you, then first helping all the customers in front of them and then 5 minutes later they remember about you hanging on the line. If you complain, you get an answer such as: Oh but we are busy. The correct way of doing this is to answer your phone, tell the customer on the line (paying for this call!) that you are extremely busy. Additionally you can appoint someone for this "busy period" to just answer the phone and take the orders, while you assist your walk-in-customers. Also you do not tell your customer that their company is the one that places orders and don't come fetch them, while they normally deliver to us, and in the case where they don't our driver collects it. No-one have ever not received their food if we placed an order, and they do take your telephone number, so why did they not phone us?

Today we ordered from them again, and the order was incomplete. When I phoned them, the lady told me that there is no such order placed, and I did not order that. There was 4 other people in the office when I placed the order, so are they all lying too?