Chicken Licken quick to refund than to give order

I'm no businessman nor a specialist in running a business, however I know one way not to run business is not to give a dime about your customers. So here I am with my over indulging the past weekend still craving for some good hot chicken licken and my nearest is the Boulders center in Midrand. <br> <br> Places an order and got shown my order number. Minutes later So I step onto the counter to ask what's the hold up? Only there and then I'm told that there's no hot chicken and the one I'm looking @ is not hot and there's no substitution in my order. I asked: \why am I hearing about this now"because I would've gladly changed my order should I knew I was supposed to wait. <br> <br> I asked since I can see that there's ready meat available but the entire stuff made sure that I understand the terms and condition of my order: \""NO SUBSTITUTION\"". So as a manger and a businessman I don't see how does that make business sense. How on earth can I be so quick to refund than to compromise my business ethics and server the customer's needs. <br> <br> Chicken Licken Boulders you have lost customer already in me.<br> <br> Yours in disgust"