Service was extremely poor, we placed an order at 20:18 at 21:00 still hadn’t received the order

Service was extremely poor, we placed an order at 20:18 at 21:00 still hadn’t received the order. We asked we told the order is being prepared while people that same after us had already left. When we complained the manager suggested to give us any order that’s ready but we dis agreed and asked for refund. That when they started to prepare our order. Upon receiving the order after an hour, the was remorse no apologies offered to us.