Poor service

They where our nr one go to fastfood but last night i called to place an order at 17:05 The lady on the line took my order and said i can collect it at 17:30. Normally i call or order via the app then i can just pay and collect. Last night got there to pay and collect at 17:45 15mi.later than told to give them extra time just to be told that i need to stand in the order line to pay before they can help me. Eventually got to the front by now an hour after i ordered children starving just to hear the havent made my order as yet because they missed it. So the sort of tge story is that i left without food and supported another shop