Don't know how to back cue and attend to customers

At about 1.15 pm on Sunday 19th April we decided to invite friends for lunch. The table was for 8 people. The person or manager advised that there was no tables available but took my name down and cell number. He told us to hang around close to the Panarottis. He said he would call once 2 tables came available. After about 30 minutes we went back to the Panarottis to inquire about our table. We noticed that people were getting seated and asked why he did not call us. He did not know what to say. So why did he take our number and promise to call us to be seated. We called head office and made a complaint. On Tuesday the 21st my wife received a from head office. The guy says that we must come to the store and they will seat us even if busy. Is this how they solve a query? So basically they will seat us before another customer when it's busy. So do to another customer what was done to us. Pathetic way of assisting us or any other customers. Is this the type of customer care consultants you have working for Panarottis. I feel disgusted. Wasted my Sunday and money up and down and having to deal with hungry kids. And thus is the way Panarottis assist their clients.