Pathetic branch and customer service experience

My husband and I had good news to celebrate and decided to order pizza. We placed the order online, and at 18:33, I received the confirmation (money also deducted shortly thereafter). After getting home from work at waiting for our pizza, he visited the store at 19:50, when he was told that the order wasn't received?! He ended up waiting for the pizza to be made and brought it home. I'm still waiting on customer care and / or the branch to apologise and to refund the driver tip that I included - absolutely no response / acknowledgement since Thursday.