Order not done

I ordered a pizza at Debonairs Waterfront telephonically at 17:45 to collect after 6pm. I spoke to Okuhle who confirmed this collection. When I got to Debonairs at about 18:30 they only started to make the pizza. Siyabonga said they don't do preorders for pizzas that have extra toppings. I've always ordered pizzas over the phone and online and have never heard of this before. It's clear they did not bother to take my order when I called. I don't understand what's the point of having the option to order telephonically if your order will only be donee when you arrive and pay. It's ridiculous