Nadno's - Awful Service

We were beyond disappointed and very unimpressed with Nando's on Friday night. We had ordered 2 x meals on the take out app. First of all the one branch closer to us did not come up on the app but another branch which we were not keen on was the next closest option, so we ordered from there. We paid for the meal and we received a reply to say that we would receive delivery of the meal at 19h25, however, well after 20h00 we were phoning. There was no reply at either of the branches nor at head office. Eventually we got through to the one branch and the lady on the phone just said they did not receive the order. We told her that we had paid but she was not apologetic or bothered at all. Eventually when we phoned the other branch, we got through to Nando's head office, only to be told we would have to go through a process to get a refund. Needless to say, my husband, who was not well, had to go and drive and buy a take out so we ate well after 21h00. We were good customers of Nando's but are absolutely appalled at the lack of concern or apology for the inconvenience. Apparently we have to go through a whole process producing our bank statement in order to obtain a refund, which is beyond ridiculous. This is not the standard of professionalism that Nando's originally started out with when they were first in business and their staff do not seem at all concerned about customer service. I am not sure that a complaint on this forum will even be a concern as the attitude was very non chalant - like it was our problem.