Waiting an hour for order

On 20 January 2018 we placed an online order, as we have done in the past. We got the notification that the order was received and according to their slip that was handed to us, they received the order 17:58. We usually wait about 20 minutes or so. But this day, we waited so long that we actually decided to make something as we are starving. Then we heard the fami**** hoot and paid via speedpoint, we have the slip for that as well, stating the time....19:00. No apologies or anything. I emailed Debonairs to complain about this, as this is according to me not up to their standard. Got a phone call a day or so later in the morning, while I was at work. As I am not allowed to answer my phone at work, I assumed they will call back later. Never heard from them again. This is not on! We have been regular customers but since then, we have not ordered from them again.