Horrible service at protea glen mall debonairs

I ordered pizza, an hour later I call them to do a follow up and I was told that my order hasn’t even been prepared as yet and orders done over the app take 2hours or more. I then asked them to cancel my order and refund me, manager said they’ll refund me within 24hours. Three days later I haven’t received anything from them. I mean, I stay 15 minutes from the mall, why would I wait two hours for something I could’ve collected myself? And they are utterly rude over the phone