Poor service after lodging complaint

I placed an order yesterday at 17:30 at the Eldoraigne store. Order was delivered at 19:20 cold, burnt, dry and no sauce. I had guests over and load shedding so everyone had to eat cold chicken that tasted disgusting. I still have 60% of the terrible food lying in the fridge because nobody could eat it. I lodged a complaint yesterday to receive a call from a call center agent who claims to offer "customer service" to tell me there was a problem at the specific store and many customers complained. Told her feedback was not good enough so she said a manager will call me back. Before letting me finish she drops the call on me and 5 minutes later I get an sms that my complaint is resolved. How can Nandos pass the blame on to the franchise when your call center is equally as poor in offering decent service. I made a few follow up calls and the agents are rude and dont want to help if you are not placing an order. Just getting pushed from pillar to post. Tell me Nando's what do I do with the food lying in my fridge that nobody will eat?