It just tastes… Cold and like lies.

VAAL MALL - After placing my order at 17:07, our food arrived at 20:24. I phoned the store a total of 27 times, starting at 18:43, but after two minutes of no one answering, the automated system drops the call. The four or five times I spoke to the manager, he kept assuring me our food is on the way. The first time I could get through on the phone, at 18:54, the manager said the driver is out with our order. At 19:21 I managed to get a hold of him again, and he said that he forgot to inform me, the drivers do multiple deliveries, but the driver is on the way. At 19:41, when I phoned yet again, his line was that he’ll call the driver and find out where he is, and I explicitly asked him to phone me back, which he said he’ll do. At 20:08, he still had not phoned me back and I phoned the store once again. He firstly asked me if my order was the one “withou garnish and whatnot”, now - I’m sorry my allergic reaction that could cause my death is that much of a problem to him. I confirmed that it is my order. The story he told me this time was that the driver got lost, but the order is on it’s way. (Just a reminder that I placed my order at 17:07) I reminded him of the fact that my order was more than three hours late, and threatened not to pay if the food arrived cold. He said he understands, but that the delivery bikes are equipped with warmers. At 20:18, we still had not received our order, and the Steers, Debonairs and Fishaways telephones were all conveniently switched off for the night. At 20:24 the order arrived. The food was ice cold and only one of the buddy drinks I paid for was sent with the order. And we checked the bike, there is no food warmer. I told the delivery guy I’m not paying for my order, but he assured me that he left with the order from the store 3 minutes ago. But why was the food ice cold than? And why was I promised, since 19:21 that my order is on the wat. After a hefty argument in the street, he used the delivery WhatsApp group to confirm that we are not paying (as I had told the manager, and he confirmed when I phoned at both 19:41 and 20:08. The managers (apparently called Gerhard and Cindy) told him to “apologize and bring back the food”. I do not want an apology, because coming from this Steers-franchise, it means nothing. I expect a full refund for the cold food I had to try and eat after I waited 197 minutes since ordering for and had to make 27 calls for, just to be met with lies. Because somewhere, someone ****.