Horrible Customer Service At Pedros Phoenix Plaza

Pedros Phoenix Plaza has been the worst customer services I've ever received. I placed an order on the Pedros app online and payed via EFT. The payment went off my account immediately which is the normal process and this was at 5:00pm. At 7:55pm I recieved a notification telling me that my order has arrived however nothing was delivered. Upon calling the Phoenix branch I was told that I should give the delivery another hour to reach me. At 8:30pm after 4 calls to the Branch manager I received no communication regarding the progress of my order. I believe that the level of service of the Pedros Phoenix is not the level of service offered at other branches around Durban. 7 days later I was refunded for my order amount however the lack of honesty and general customer remorse was not found in the way I was handles as a frequent customer.