Bad service at Debonairs Amalinda

Today I ordered pizza using the online service, and requested Amalinda Debonairs to deliver. I got confirmation sms to say it has been processed at 19:07 and it will be delivered at 19:45. At 20:00 I started calling the store to enquire about my order, I called ********** 318, and the IVR kept on disconnecting me because they had high call volumes. At 21:00 I had to go to the store to enquire about the order that I ordered 2 hours. I asked the 2 ladies who were there and they said they do not know about the order, until I showed the confirmation sms, and one of them said she remembered it , and it was done a while ago and was delivered, and the other one argued with her and said she must never confirm things infront of a customer, as online orders delays at times. At 21:09 I received a call from the delivery guy who was very unprofessional, and he was saying he has been looking for my street address and he can't find it, and I asked him where he is and he said he is in Circle Road, then I told him I am at the shop to fetch the order, he then said I must give him 10 minutes as he is in Heaven Hills, so I asked him why would he say he is looking for my address if he is in Heaven Hills and then he just hung up the phone. When trying to call him he didn't respond and the 2 ladies said he probably is driving.

Then This other guy who just came in with the motorbike was asked by the 2 ladies infront where my street is as they do not know, the gentlemen said he knows it. I went back home, and he will deliver the pizza himself. At 21:35 that order which was made at 19:07, which is 2hours 30 minutes late was delivered. Needless to say the pizza was absolutely cold, dry and horrible. The temperature dot was black already, the box was squashed. I only had to take it because My family didn't have anything else for supper. How do I appreciate this kind of service, why does this store behave the way it does. Is it because the residential area's population majority are black people? When such services are brought closer to us are we not supposed to be convenienced? Does the owner know the kind of service this store is giving us. Are there control measures in the store to ensure that efficient customer service is being delivered to these paying customers. I am expecting the Manager of this store to call me and explain why did I go through this ordeal. My contact number is ********** 157