horrible service and cold pizza upon presentation

Springs Gate;took almost 3 hours to deliver the pizza. Upon presentation I told the delivery guy that the seal is black and he said its because of the weather. Is that the policy? I called the contact center and was told I should not have taken it with the black seal...is that your policy? When does its free kick in? I paid online and even gave a tip for this horrible service? I called the contact center and more than 6 times was put on hold for the manager. I am still waiting for the call back. This was the springs gate branch