Debonairs does not deliver! Whether it's food or service

I placed an order at 18.01 and the teller told me it should take 20 minutes. At 19.01 I called back for them to apologise and say the orders on the way. At 19.40 the order arrives ice cold and the pizza stuck to the box because other boxes were piled on top. According to the debonairs promise if the dot on the box is black the pizza is free. Clearly they don't stick to their policy. The manager was extremely rude her name is lungi and she cut the call on me and refused to stick to their policy. She insisted on me paying for the ice cold smashed pizza or me sending it back to name a new one. It was 2 hours later. How much longer can one wait. Their customer service is appalling.