Poor service at Romans pizza Roodepoort

I have never experienced such a bad and poor service from the staff , on the wall it says waiting time is 15 _ 20minutes and i had to wait for more than 40 mins when i bought my pizza . My order number was 101 and when i went to ask for my order after 30mins , i got the shock out of my life coz i was told it never came out of the oven , when i asked why the staff told me she didnt know