Terrible Service at Pedros Woodstock

On 26 Feb we placed an online order at the Woodstock branch at 19h01. With option to pay in-store. We got to the store 15 min late and the queue was out the door. One till operating for online orders and walk ins. I called the store from outside and they said my food is on the warmer, I dont have to worry. We waited another 10 min but line was not moving. I went inside and requested they open another till point so that all online/phone orders could pay, grab food and leave. We ended up paying for our food around 19h30-ish. By 19h45 we still had no food, there was no food on the warmers and customers were getting upset. Some placed their orders around 16h00 already with nothing to show. Charity, the manager, informed me it is not their fault, they are working according to order numbers. Yet, people that came after us, left before us. by 19h55 we requested a refund, she first refused blatantly and then said she can only refund within 2 to 3 days as we paid by card. We were fine with that. She requested we write down our bank details on the back of the slip and she would call us with an update. Today is 3 March and no contact from Charity. We have emailed Pedros and wrote on their facebook wall - no response. Charity went as far as lying to a client saying his food is on the warmer and she personally packed it. She made him pay and then only packed his order (his order number started with 1** ours started with 2** and when I asked her which number they were on at 19h45 she said 185 and our order was in the 200 region almost an hour after placing it) The girl working the till shouted every ones numbers as they paid, besides ours, so no one knew we were waiting. They have no operational urgency in this new store. With the previous location we had minimal issues. The entire world knows it is Ramadaan yet they cannot even have orders done in time for Boeka. Truly disgusted with this customer service.