Pizza not on time

I went into Pizza Hut Northcliff on Tuesday the 22-04-2022 to enquire about pizza's I want to order for the 23-04-2022 and spoke to a gentleman by the name of James who assisted us very nicely he did explain that I should just call the morning of the 23rd as a reminder which I did and they said no James is not there but they are aware of the order and will start the order at 16:00 for the 16 pizzas so that we can get it at 17:15. They did call to say it will be a bit late but when my husband went to pick up the order they have not started with the order yet and when he got home 2 of the boxes was empty, that caused my husband to go all the way back to go and complaint. I think James was great but the service when he is not around is very poor.