very poor service

nandos the service i received on friday from your kempton park branch was appalling - food was delivered an hour late ice cold with no apology or explanation - after i had to call the call centre and report it and even they could not get hold of the store , as per them someone would come back to me within 24 hours it has now been 4 days and nothing . This is the second order in a row that was very late and the service really was bad

not what I am used to from nandos at all - what changed ??