Romans Pizza Cornubia is the Worst Romans Outlet

On Saturday the 01/02/2020 I went with my family to Romans Pizza at Cornubia Mall. I placed my order at 19:20. At 19: 45 I checked with the cashier how much longer we had to wait to which she rep**** "its on its way". By 20:00 I realised there had to be a problem as I never waited 40mins at any Romans only to be told there has been a mix up. So where was my order? Customers that walked in 15mins after me were leaving with their order? That's when the Manager who was all lost ( Not even sure what he was monitoring) realised that they never made my order. I asked for a refund and left with hungry kids and without so much as an apology. Never going back there!!!. Why is customer service in SA so bad? Will this ever change?