Abysmal customer service

I placed an online order via the app and the payment was processed and accepted by the store on 20 September 2024 21:34 (Order # *** for Collection). We arrived at the store five minutes later, only to find the store closed and the staff cleaning up!

How is it that payment and the order was accepted, but the store was closed? As a (very) regular customer, this is unacceptable, creating great inconvenience to myself. All I received was a call and an email to say I will be refunded, but no apology. No explanation as to how this happened. Nothing.

A follow up email to Customer (no)Support had no response. Not one explanation as to how this terrible service occurred, apart from that it was the fault of the Call Centre. Not one attempt to answer my questions in my complaint. Not one apology for the inconvenience this caused, both for my time and having to follow up and check that the refund is actually refunded.

Is this how Pedros treats its customers?