Steers Bloemfontein Prellar Square

I am extremely angry and disappointed with the service I have received from Steers Prellar Square tonight. I placed an order online at 19:17, and the order was accepted by the store. I also received a confirmation email confirming that my order had been received and accepted. The store closes at 21:00, so there was more than enough time for the order to be prepared. I have been waiting for my order for an unacceptable amount of time, with absolutely no reasonable communication or explanation regarding the delay. What makes this situation particularly upsetting is that I had just come home from my child’s school concert. My children had been at school since the morning, and because of the concert arrangements, I only got to see them at approximately 17:50, shortly before the concert. They were already hungry, and I placed this order specifically so that they could finally have something to eat after what had already been a very long day. Instead, my children are now sitting at home hungry and waiting for food that I ordered and paid for, while I have no proper information about when we are actually going to receive it. This is completely unacceptable. I understand that restaurants can become busy, but accepting an order and then leaving a customer waiting for an extended period without properly communicating what is happening is extremely poor customer service. If the store was unable to fulfil the order within a reasonable time, I should have been informed immediately so that I could make alternative arrangements for my children to eat. This is not simply an inconvenience. My children are hungry because of this delay, and I am furious that I trusted your store to provide a basic service that you accepted the responsibility to provide. I want an immediate explanation for what happened to my order, why there has been such a significant delay, and what Steers intends to do to resolve this matter. I also expect this complaint to be escalated to the appropriate manager or customer service department. I have kept my order confirmation and proof that the order was accepted, so I expect this matter to be taken seriously. This experience has been completely unacceptable, and I expect a proper response rather than a generic apology.