Unacceptable

We placed an order for 2 large pizzas just after 17:00, went to the supermarket and did some shopping. we came back after 25 min and waited for at least another 30 min.. we asked the lady behind the counter why it was taking so long, the order number was higher than our order number. she went to the kitchen and when she came back she said our order was misplaced and it will be another 30 min. i then asked to speak to the manager instead she kept on helping other clients, I asked for a refund because i didn't want to wait another 30 min before the manager gets called. the manager was finally called and i received my refund without any apologies.