Cold Pizza,bad customer service

I went to Verulam-Durban Debonairs at 16:20 and ordered my chicken and mushroom Pizza. I waited for over 30 minutes plus. Other Pizza order numbers were called and mine was not called. Upon seeing that people who came before me are leaving and enquired about my order as I was in store all along. I was given a cold Pizza and I asked the cashier(Sne) that its written on the box that when its cold its free and why are we not getting this one for free? The cashier called the manager(Jonathan) who did not want to give out his surname ,when asked he said its for personal reasons. Explained that the pizza is cold and I have been waiting all along didn't leave the store and that on the box its written if its cold it's free. I was told that only applies for delivered Pizza. Its written on terms and conditions but he couldn't point where exactly where it mentioned when being delivered at home, and he couldn't show me.

I was very surprised as I didn't get an apology from them for too long on the Pizza and worse getting a cold Pizza too.

I'm not sure if this is the kind of service that one gets when buying from a debonairs store for the first time in the area.