Rotten service received

Good day, my name is Davlynn Jordan and I have never had such bad service in life. I got to King Pie The Bridge wanting to grab something to eat on my way to work. When I got there it was already 12:45 and the lady that was waiting there already was told the pies would be ready in 20 minutes time. I asked Sisanda the cashier how long it would take and she also told me 20 minutes as she had told the lady that we got there standing and waiting already. She eventually rang up my order at 13:12 after waiting the 20 minutes already. I waited for more than 20 minutes and when I asked Sisanda just said it's not ready and that we should wait. This was in peak lunch time and there was no pies available. I asked for a refund because I was running late for work and wanted to leave but she said she was not authorized to give a refund. It was already 30 minutes waiting by then. I then asked her for her managers number and phoned. The person I spoke to a guy and explained what had happened and he told me he would speak to management and contact me back so I had to wait even longer. Sisanda suddenly came from behind the counter and disappeared into the mall without any communication to the customers that was by this time waiting close to an hour for their orders. I was eventually contacted by Farranaz who I think is manager from the other branch that said she was on her way there to that branch. When she got there I explained what had happened and how unprofessional her staff was. She apologized for what had happened and that she had told Sisanda that she needed to keep the place stocked for customers which she had not done. She then told me she would get the pies from the other store for us and apologized again and left and came back 2:10. I was already almost an hour late for work and my boss started phoning me to hear what was wrong. I get paid hourly and I will not be compensated for the hour I lost from work. Farranaaz did not try to compensate us in any way and just asked us if we want the refund or the pies. I have not eaten anything for the day by that time and stated feeling sick as I have high blood pressure and have to eat by a sertain time to take my meds. I eventually left King Pie 2:20 and was more than an hour late. I will never recommend anyone to buy anything from King Pie The Bridge.