Pathetic service and staff incompetence

Debonairs Woodmead is the most pathetic pizza outlet ever. I ordered two large pizzas and over qn hour later, no pizza. I called the store and the lady (Florence) told me she will call the driver to and try locate him. I askzd her about their lqte delivery policy and she told me to wait flr the manager to call cos she has no authority to approve free pizza. But i didnt want free pizza, i was expecting an apology at the very least but i had a better chance of winning the lottery than get an apology from Florence. So the deiver arrives while i hqve Florence on the line a d Florence tells le to wqit dir the manager to call me as she is busy with wqlk in customers. My order was confirmed at 12:14, the delivery was at 13:29 and guess what, i was charged a delivery fee of R10. Florence dozs not have time for me, i am an inconvenience and irritation to her. The driver then tells me he wqs delayed at the shop and other customers had sent him back with the pizza cos the delivery was late. I had 3 hungry kids who had been waiting for over an hour and i could not award myself the luxury to send the pizza back. According to the driver, if i do not pay for it, hes gets charged for it. Few questions: why charge a delivery fee if u say the delivery is free? why dismiss me for a mistake that you made? why hold the driver liable for the bill if he was delayed at the shop? who do you sell the returned pizza to and how safe are the customers who order from Debonairs Woodmead? Are we getting fresh pizza or someone else's returned order? Try calling the heqd office to lodge a complaint, equally pathetic and no telephonic etiquette at all. I am appalled and will not support Debonairs or Wimpy again.