Dont listen to instructions

Ive been a loyal Steers client for years. So today I tried the online order platform. At roughly 4pm I ordered a few burgers and chips. Seeing that it gets prepared asap I realized my mistake as I can only be there at 5pm. So I phone the Somerset West branch and gave the lady answering the phone my order nr and asked her to postpone the order for 45mins. I will be there just before 5pm. She said all in order. So when I arrived I found out "my order was sent back" and it was not prepped for 5pm like I asked after phoning in.