Pathetic customer service

On the 28/10/2020 I went to the Roman's Pizza on 22 Commerce street, Chatsworth, 4092. I decided to do the Roman's pizza special, which was 2X single toppings(size:Large) pizzas for R109,00 and placed an order for a peperoni pizza with extra topping of caramelized onions which was an additional R13,90 and on my second choice of pizza, it was a barbecue chicken with pineapples as an extra topping, which was also charged at R13,90 but when I went to fetch my order, the young female working upfront who also took my order, came forward to hand me my box pizza, opened the box very quickly just long enough for me to get a glimpse of my order and just before I could take my pizza, I confirmed if the pizza has the additional toppings of caramelized onions and pineapples and she opened the box again and said no, there's no onions and immediately I responded with "but I paid for it", I could not believe the deception happening right in front of me.

So the young lady shows the pizza to the person responsible making the pizzas and in less than two minutes, he simply places preheated caramelized onions on top of my pizza and I was handed back my box of pizza and when I complained that this was unacceptable, the manager on duty then steps in and replies that all their pizzas has the caramelized onions placed on the top as displayed on the pictures on their menu board and I explained, "Yes the caramelized onions are placed on the top of the pizza but it is baked the same time as the pizza is put into the oven, these are onions are basically falling off each slice of pizza. The manager was very rude, didn't even apologize for his staff messing up my order in the first place and then decieving me by opening a box of pizza very quickly without even confirming my order before handing me over my order by reading back what was written on my order receipt.

The manager then very abruptly tells me "so what do you want a refund?, I can give you your money back" as if that was my only option, a take it or leave it case and when I told him that I have bought a pizza with the same toppings just few days before and it was baked all together, he kept insisting that it was not possible and I said I will bring in the receipt to prove my statements true, he was like okay and when you find it, you can even come back to return the pizza, as if he was going to remake a new pizza for me because if that was an option, he would have offered it in the first place instead of just offering a refund so that I could quickly leave the store and he could attend to other customers waiting to be served.

I am very disappointed in the levels of disrespect and unprofessional behavior I received from the manager Sihle( I remeber him telling me that name when asked or a name similar to that, cannot remember clearly now). If this is kind of customer service they deliver to returning customers, it wont be too long before the people of Chatsworth, Durban start boycotting this food outlet.