Appalling Service! No Accountability / Communication

Dear Simply Asia,

I'm aggrieved to have to write to you, because I generally quite enjoy your food.

I ordered from your Verdi Center Branch online at 6 pm last night via your website, I selected the delivery option and was even charged a delivery fee (Order No #2930).

Almost an hour went by and my order status remained as "Accepted Order", I used your online chat box to find out where my order was. No response. I then tried to call the actual branch. No answer. So I rang again (now over an hour after my order was placed), eventually someone picked up.

When I then inquired about my order, she told me that my food had been sitting there for 40 minutes.. FOURTY MINUTES. She said she hadn't thought to call me because "customers just know" to come pick it up themselves even if they selected the delivery option. I was told to rather order via uber eats / mr delivery and that as an apology she would warm my food for me.

When I then confirmed that no driver was coming and I had to collect the order myself, she said although she understands my frustration and that maaaaaybe she could have called me knowing i had placed an online order for delivery, she had not done so and could not take accountability or absorb the blame because it is MARKETING's fault.

Is this the kind of service you deliver Simply Asia? No Clear Communication (even on your website)? Over Charging? No Accountability? And Warming food as a favor for the inconvenience?

I am APPALLED to say the least.