People dont know what's going on in workplace

Phoned steers to order 3 Regular breakfast pittas because we got load shedding in Newcastle... We asked the person answering the phone if they can prepare the food because we know there is no electricity. The lady who answered the phone clearly said yes they can prepare the food, it will only take a bit longer than normal. I waited 15 minutes and went to Steers to collect my breakfast pittas. When I got there they said that they cannot prepare any food because of load shedding... No apology from staff, just said they did not know the stove is not working... I clearly asked on the phone if they can prepare the food and they said Yes. Got to Steers and then its a different story. Why do they promise you something but cant keep to their promises... Rather make sure of your facts before making any promises