BAD CUSTOMER SERVICE AT DEBONAIRS PIZZA, DAVENPORT SQUARE, ND

Hello. My name is Nonto. I have had a horrible experience at Debonairs Pizza, Davenport Square, Durban, for the second time, today(2022/04/15, around 3pm). I placed my order around 2pm, then went window shopping and later went to buy my grocery. I then returned to collect my order, it wasn't there, one lady said "Oh,we have way passed 60s order numbers we are now on the 70s!". Then I said, since you have passed, why my order isn't here, and it's not the first this is happening. Then, the guy who was standing next to the counter(am not sure what is his position, not sure if he was balancing the money in the till), said "Oh, it must be your bad luck if it's happening for the second time". No apologies, whatsoever, I got annoyed and told him, no that is not how it's done, he can't shift their incompetence to me as a customer, while they never told me that the orders are delivered according to luck, this is bad service. So he shifted his focus from me and attended customers, one he seemed to know, they chat. I continued waiting, while they prepared my order. When I got home they added extra cheese which I didn't order, because i didn't want it, not because I couldn't afford it. The first time, they apologized nicely and I was nice and forgave the mistake they made (Although they also added extra cheese I didn't want, as courtesy). This time around, they were rude, especially the lady at the kitchen and the guy. As a customer who has been buying here for some time, disappointed is an understatement to describe how I feel.