Hot or Not

I ordered a pizza from Debonairs Bluff, the driver(Charles)called me and said he was on the way about an hour after I had placed the order. I told him that I will wait for him and the gate is open, he arrived about 15mins later and presented me with a cold pizza and the dot was black, I raised the quality promise to him and he said I still have to pay coz I live in a complex that has strainous stairs. I was not happy with this response because I have ordered from this outlet numerous times and never had such a problem. So I called the shop and spoke to Sharika who was extremely rude and tried to spin me a story about how I've lodged a complaint before which was of a totally different nature but this indicated to me that when you bring customer dissatisfaction complaints to debonairs they basically label you a problem customer and this means you can never complain again. Anyway I told her that it was a totally different issue and I had paid for my order last and just complained later coz I was really not happy. She proceeded to throw insinuations my way and be sarcastic, Charles confirmed that the dot was black to her but blamed it on the stairs, she said I should never order there.