Terrible customer service!

Just came from a hungry lion at Sam Ntuli mall and when we got there there were no customers. We placed our order and customers started flocking in after us. All the customers who ordered before us received their orders and we had to wait close to 30 min. We got there at 12:00 and by 12:25 we requested for our refund. Thekr customer service is bad, they did not even apologize for the delay instead they seemed irritated by the fact that we requested for our refund. I would understand a wait this long for a full store but the store was empty.