Good recipe, delicious product but bad service in this specific one.

I'm giving 2 stars because Debonairs Pizza always provide the best service and even the one Im writting about in this review, the one in Ngwelezane Engen garage. I bought pizza in different occasions, when their motorcycle was not operational, note that this was not indicated on the app, so orders would be accepted on the app and then rejected by call. I understand that, glitches in operations, happen in every business, but the problem.... Problem is, I feel like Debonairs, as a franchise of this size, has a procedure for dealing with orders that could not be fulfilled, for whatever reason and they have a procedure for dealing with refunds. If what I wrote above is not true, I apologize in advance to the staff in Ngwelezana Engen garage. I feel like refunds are not processed on purpose by the Ngwelezana Debonairs staff, I feel like you need to be the vocal one and you need to kick and fight to get a refund, for a service that was not rendered to you and I feel that this is done on purpose because even the staff when they give you a call, they tell you that "you won't get a refund" of which I find it hard to believe that a franchise as big as this one, don't have a procedure for handling refunds, if this is true then I apologize to Ngwelezana staff coz it could be a system's error. I would like to request my refund and also note that my order made today, 11 July 2024 was also not fulfilled but was marked delivered, no calls, nothing. Could be staff not doing their job or could be management not doing the monitoring, or that systems and procedures are not available, which I find it hard to believe.