WestCoast Village branch in Cape Town.

Firstly I'd like to say your Pizza is the best out there but your staff / service is **********! On Saturday 15 August 2026 I arrived & placed my order for a take away at 17:23 & was told it would take 20 mins for my order to be ready. I ordered 3 small pizza's all with thin crust & they were the peperroni deluxe, the hawaian & the triple cheese. After 40 mins I went up to the counter to ask what was taking so long & why other people who arrived after me already had their food & left. The lady at the counter took my slip (order 239) & asked what the issue was. I asked her what is going on & she gave me a blank look. I asked her again what is taking so long. She asked for my order & took my slip & leaned through the middle section of the counter to ask the kitchen staff about my order. They looked at my slip & it was another blank look like they'd not seen the order. I asked her if they'd forgotten to put my order in but she didn't respond. I asked another 3 times but again no response. Then another lady (I assume the duty manager) took my slip & asked what was going on so I explained to her that I'd been waiting 45mins for my food & nobody could tell me what the delay was. She took my slip & went into the kitchen & I could see mouths moving & arms waving & oven opening but couldn't hear what was being said. She came back after a few mins & said my food would be out shortly but gave no explanation as to why the delay. I asked again "did they forget to put my order in" & she just kept saying sorry for the wait but also did not answer my question. I asked again & said I don't understand why they can't tell me what happened. Eventually after asking nearly 6 times she said they mixed the slips up & expected me to believe that story as if the orders do not have numbers on them that can be read in number order. I asked her how that's possible & she couldn't answer me. About 15mins later my pizza's finally came out & I again asked did they forget to put my order in. She said they misplaced the slip. So again another vague story but no truthful explanation . By this time I was so irritated that I took my food & went home. When I got home & opened what I thought was my Triple cheese pizza it turns out they'd given me 2 Hawaian pizza's by mistake! So not only did I wait an hour for 3 small pizza's but i was now given the wrong order as well. I got back in my car & drove back to Roman's & told them not only did they not put my order in but they gave me the wrong pizza! They tried to give me the Triple cheese that had been sitting on their warming tray for goodness knows how long. I told them I did not want something that had been sitting there for however long. They said they would make me a new pizza which I would have to wait again for at which point I was so annoyed I told them I didn't want it anymore & I want my money back. They did refund me but I'm shocked that your staff are so ***********! Their communication is **********, I've seen staff picking their noses at the counters & then trying to touch my food & I've told them I'd seen them do it & generally the Uber eats guys also seem to get their orders as a priority to those of us collecting. Also there is no accountability of who messed up my order or how. Just a half hearted sorry. I actually told them I won't be coming back because although Roman's makes great pizza's the staff/ bad service lets them down!