No Customer service

I must say how dissatisfied and disappointed I am with the service from your wildcoast sun branch.... So on Monday the 23rd I called the outlet to place a order to be delivered to my hotel room... Firstly they charge R15 to deliver to the same building, when I got the food it was cold... 2ndly please advise me why do you guys not offer paper plates for ur takeaway so why sell family meals if url can accommodate us to have that... Staying in a hotel where was I suppose to get plates to eat my food. Also why can we not substitute items in a meal why are we forced to take the meal as it is... I feel you guys don't accomdate your customers likes and I won't be supporting your...every enquiring I had was just a blank No from your staff....after contacting the branch and laid the complaint the owner contacted me to provide excuses and blamed famous brands...after some communication I requested to be refunded as the owner didn't know how he could resolve the terrible service that I received... After a month he contacts me again to request banking details and till today there is no refund.... I now understand why the service at the store is so terrible cause the owner himself has no morals and customer service.