time spend before info was communicated

On 4 September 2015 I placed a order at Romans pizza at Jean Crossings time 15:40, I ordered 3 pizza's with thick base, the indication was that the order will take 15 min. After 25 min the attendant approached me telling me that no thick base is available can they proceed with the thin base. Firstly if a order takes about 15min why did it take 25min to realise that they don't have stock and only then communicated to me? Meaning they did not even start with te order? Another 25 min later I only received my order after talking to the manager. He took my detail an was sepose to give it ti the main manager for follow up! I haven't heard anything from them! Bad bad service!