Worst Service Ever

On 27 October 2018 at 16:45 I placeed an online order at Fishaways Sutherland in Eldoraigne and received a confirmation email that they received my order and at 17:08 I received an email that my order was being prepared as we paid online for the order. At 18:02 I phoned fishaways to inform them that I have been waiting more than an hour for the food I ordered and paid for. I was informed that they do not think that they received my order but that they would check and phone me back. At 18:06 I received a phone call from fishaways stating that they did receive my order but never placed it with the kitchen staff and that they are sorry. They told me they would tend to my order directly. I only received my order at 18:30 which is unacceptable seeing that I placed the order at 16:45 already and I paid online. I want a refund for having to wait nearly two hours for my food.