Delivers after 2 hours and refusing to refund

On Friday the 15th December 2017 we placed an order at McDonald using the app. The order was placed at 19:42. After an hour we called to find out what was taking long and requested our refund, the call centre staff refused. We then drove to macdonal at meadowdale to collect the order since it was now after 1 and a half hour. When we got to the store they refused to give us the order and said it will be delivered at our home and we are not allowed to cancel the order and to get refund. When we got home the order was still not delivered. I then called the store and asked to speak to the manager who said her name was Palesa. Palesa didn’t give us a solution as a manager. She refused to give us back our money, she refused to give us the order when we went to collect and the driver still didn’t deliver the order after 2 hours. How do you people hire your staff? Do you not train them. This was pathetic service I have never seen McDonald being run like a joke like this.