Nando's Banbury Crossing and Head Office

Quite some time ago, we ordered a take out order on a Friday evening. We were sent a message to state that the food would be delivered to us by 19h26, however, around 8pm we contacted the store, only for the lady who answered to be very rude stating she never received the order, no apology, nothing, despite having paid for our meal. We tried head office a few times to no avail and when we finally did get through it turned out that we got through to head office. Eventually my husband had to go out to another branch and pay again as well as place the order. We ate late that night. We have reported this to head office and were told we would get a refund; to date despite sending all the necessary paperwork, there is still no refund. We love the taste of Nando's cuisine, but are very disappointed in the lowered standard not only of the staff but the inefficiency at getting back to us with out refund. Such a pity as we have been excellent clients of Nando's.