*********** and terrible customer service

What a disastrous experience! My brother placed an order at Pedros Longstreet in Capetown. He placed it 40 mins before having to collect it. It was an order of a platter for work and for 13:00. He was specific, knowing I am someone with a chronic illness, he knew he had to be specific as I had to eat food inorder to drink my medication on time. When he arrived at 13:00 he had to wait a further 30 mins before the food was ready. When asked what is happening, they said the person who was meant to make the platter is not there yet and the manager was no where to be found. I called very upset at the store and I was mocked then the call was dropped. I then escalated the matter to complaints and all they could tell me is that they logged the complaint and that there's nothing that can be done further to show that they are apologetic. All I got were apologies. But what are apologies suppose to do if I had an attack and ended up in hospital?? Because that was the only food I was to eat today as I had no further cash on me. I am furious as this is the highest incompetence I have experienced. When I call back and hear what the manager has to say he says he was held up somewhere and I can escalate the matter if I want to complaints and he will just liase with them for the case to be closed. I am very furious as a customer that I am not valued if this is how customers are treated with no apologetic behaviour being shown. I experienced bad service and even worse customer service. How disappointing for such an established company and brand. If I could give zero stars I would.