Being treated like a mushroom

On 21st January I ordered via the app and paid in excess of R100 for a pizza. When i collected it at the specified time they took the box from the bottom of the pile. By the time I got to the car the dot was black but my family was waiting. We tried to eat it but it was truly soggy. I inboxed Debonairs and the outlet owner. A lady phoned me from the branch and said sorry. The next day I got a reference number and was told my complaint would be investigated. The next day I was told it had been resolved. Back to the Facebook invoice same story complained again and said it would be ecscalated to management. Up to now NIKS. No explanation of what happened, how it happened and will it happen again or not. Now reply from the outlet manager either.Just want a traight answer from somebody