Bad service

I have been at hungry lion Pan in Alex i placed my order at 3:12 pm and for more than an hour I waited for my order to come and when I asked how long does an order take to prepare they said it takes they said it takes 30 minutes but I spent more than an hour there . I asked for the manager and they didn't tell me where the manager was. Due to frustration I took orders who were on the counter that's when the manager came and she gave me my money back saying that I won't get my order . After waiting so long . The security on the mall intervened that when they gave me the order but they didn't give me the ball