Poor quality and bad customer service

Yesterday 25.09.22 I placed an order at Westgate Mall Mitchell's Plain. After waiting over 2 hours for my order it arrived cold. I ordered 2 pizzas the one pizza's crust was so hard if you want to take slice you remove with pizza with the cardboard.Second was so tasteless and with practically no base. The base was paper thin. I contacted the branch immediately and spoke to the manager on duty. Who gave me as the customer a mouthful. She immediately started to apologise and told me she was unable to accommodate me with a replacement pizza etc. She didn't even asked if I ate the whole thing she just assumed. She even told me that customers lie about their complaints hence why they don't refund pizzas etc. They have a policy internally that once a customer eats from the pizza they are not allowed to entertain the complain. I asked her was this was explain to the customers or on the slip she said no. Its not disclose to the customers only app**** once they complain. I find this policy and way to a resolution very sneaky. A shop doesn't fail to inform you about their return policies. Allow you to purchase stuff and only on your return all of a sudden have policies in place that only apply internally. You intentionally don't tell the customers because you were instructed by management to do so according to the branch manager. I felt offended yesterday as she generalised me of indirectly being dishonest of my genuine concern. This type of behaviour is unbecoming. You don't tell a customer and other complaints and then indirectly accusing them of lying because people did it in the past. I'm not people.