Disappointing service

I placed a delivery order at 3:40. 2hrs later (unbelievable) my oder arrives.. The bag was soggy and the food had spilt in the entire bag. I sent the order back with the driver then contacted the Nandos call center. I spoke to Neo, and he assured me that they will get the restaurant manager to call me and resolve this matter. Indeed Edward called me within the minutes and told me not to worry, they have sent another driver with the food. The driver was here in 15mins...makes you wonder how the previous driver only got here after 2hrs when it's not even peak time, nonetheless I received and paid for my order. Opened the bag, first thing that greeted me was the burn smell of the food! Even the taste of the hotpot! Horrible. The quarter chicken I ordered was not fresh. You can see and taste that chicken has been in the freezer for long before cooked and very dry if I may add. I have never had such an experience with nandos..how can the ball be dropped on a month end even?! Very disappointing.