Pathetic service at Ocean Basket Eldoraigne

Tonight was the worst experience I have ever had with Ocean Basket Eldoraigne. I phoned through an order at 17:40, going to collect it at 18:55 (more than an hour later) only to discover that it is still not ready . The manager Johannes told us to sit and wait outside, only after several requests the order was ready at 19:52. How is this acceptable? Is this the kind of service Ocean Basket prides itself? The owner also present, and not once coming to consult his customers?