Pathetic service and disrespectful manager

I made an online order at Steers Sam Ntuli mall, I made the order at 4:30 then I received confirmation that my order is being processed I waited for more than 30 minutes and I did not receive any communication from them that the order is on its way an hour later I decided to call their call centre to query about the order but they were not picking up the phone I made multiple calls trying to reach them but failed at 18:30 I still have not received my order and there was still not communication from their side I then decided to drive to the restaurant and cancel the order the service that I got there was pathetic I spoke to a lady there and I told her about my grievance and ask her why was it taking so long for the order to be delivered she then looked for my order and proceeded to go to the back and said that she's going to speak to her manager after that she came back with the order and told me that they cannot cancel the order because I paid via card and I explained to her that I am not taking the order anymore as I waited way too long for it and there was no communication from this side why was it not being delivered and then she told me they cannot cancel the order I didn't ask you to speak to the manager shouldn't talk to the manager cannot come this side as she is busy she does not want to come this side I told her that I want to cancel the order and if the manager does not come this side how do you resolve this issue she then proceeded to tell me that she is passing on the message from the manager saying that the manager cannot come this side and the Order cannot be cancelled I told you I am not leaving until I speak to the manager I waited for the manager over 10 minutes when she came this side she had attitude and told us that she was busy with the query and we should have waited explain to her that it is very inconvenient for them to make me wait here for an order I did a long time ago and I would like to cancel it and they are still giving me a problem to cancel the order the manager gave me attitude and told me that I should humble myself when I ask for an apology and she said that you could not give me an apology as I did not give her a chance to give me that apology we ask for her number to confirm that we will get a payment on Monday as a refund she didn't say she cannot give us a number we said how do we get contacts back to you to make sure that we get back the payment she gave us attitude and told us to call the call centre as I've called the call-centre before asking about the older and they will not answering but she did not care when I told her that the service that I got there was pathetic and very and had to deal with a very rude manager who did not care about the customers grievance her name is Buhle Buthelezi she is a very bad manager she does not know how to deal with customers she's very rude