Poor service

Yesterday I did an order at 06:15 and waited for my order over an hour, I could see staff in the kitchen lot of them but there was no movement also from clients who already ordered some lady was complaining she ordered before 18:00 and she was order 317. But still the shop was taking orders that they can handle..I approached the cashier koketso for a refund she told me.ia not possible I told her to call the manager I told her I can't wait any longer as I had a class to attend at 19:00 the lady came and asked I explained and I asked for my money back. Pedros is a new establishment but their service is poor.