Fathers day ruined

We place a lot of orders on a regular basis with Debonairs. We normally order online for fathers day and mothers day to all our parents in Pretoria while we are staying in Richardsbay. The online ordering automatically picks up if the delivery is in range and adds the fee or not if free delivery. Once online says free delivery you can't add any more money to your amount paid online. After making another online order I received a call from Fearie Glen Debonairs saying the address is actually not in range. Seeing that this is a surprise I don't want my dad to pay for the delivery fee so I asked for banking details to pay the fee but the branch could not give it to me - I asked for a refund she said she can't because the boss is not in. I explained to her online it says free and then I cant add extra funds but she kept about the R20.00 delivery fee. I phoned customer service telling them about the online fee and the branch and they just said if it is not in range then that is policy - could not supply solution for online tool not working or refund. No manager or senior was available for my call. This is unacceptable and I will no longer be supporting debonairs - suckiest Fathers day