Pathetic service

I visited the Westgate branch with my kids and sister, so we decided to go have lunch after shopping. I placed my order at 14.07 and only received it at 14:50. To make matters worse the order was wrong and cold. I asked the waiter can he change the order and he said I’ll have to add what I want and pay for it. I had ordered the chicken 3 sharing side( Chicken, rolls , chips and coke) but we received 2 cokes instead with hot and mild portions as opposed to Hot and Lemon and herb. I returned the mild one because it was for the kids but they just added the Lemon and herb sauce on top of the meat and didn’t change it. It was a horrible experience indeed. I was so disappointed and so as my kids as they had to eat the spicy meals because they were hungry. Is that fair?