Poor Service

Ordered for collection at 18:40, lady said it will take 15-20 minutes to be ready. Got to the restaurant at 19:10, quoted the name that the order was under, paid and then was told that the order is not ready yet. So it is already a breach of the agreement of 15-20 minutes but gave them the benefit of the doubt. I stood there waiting, and waiting and waiting!!! Eventually at 19:30, I asked the lady again what is happening. Oh sorry they messed up your order. Again I accepted it and waited a bit more, mean while all the customers that ordered for collection comes, collects and leaves. Eventually I asked to see the Manager, a Lady came to the front, I say lady because she did not introduce herself to me, I explained the situation and she just bluntly said that the restaurant is busy and that she will check what happened. She disappeared for a minute or two and came out with two of the three pizzas that I ordered. When i checked the order, realized that they got the order wrong as well. So by that time I have been waiting for 38 minutes. Rushed to the back made another in less than 5 minutes, take in consideration that I have been waiting for 40 minutes. She came dropped the pizza and off I went. I am not a person that will throw my toys out of My cot in the public but I will spread this message far and wide how terrible the service is in this restaurant. And again I want nothing for free, so who ever the owner is, don’t even phone me. I will give you some advice, everybody makes mistakes, it is how you deal with the mistake that makes the difference. If your cashier/Receptionist played open cards with me and informed me when I arrived, I would have accepted it. But NO you leave the customer standing there for 40 minutes. And then your Manager, common curtesy is to introduce yourself and then apologies because you were in the wrong, take accountability and responsibility for your Teams short falls and correct it, never hide behind the fact that the restaurant is busy. That excuse just means your planning is poor. So please change your collection time from order to collection to 25-30 minutes when the restaurant is busy. And if there is anything that you can take out of this review is that you need to teach your staff to communicate with your customers. The first rule of customer service.