VERY BAD SERVICE

I placed an order for pizza through this place earlier.I normally get an sms to confirm my order and the estimated time of arrival,which today showed it would take 30 minutes.I received a whatsapp message from someone working for them almost an hour later to apologize for the delay in my order and that the driver was on his way to collect.I had asked about 10 minutes later that my order get cancelled and I get refunded as my food will be cold and no longer freshly made.The lady called me back and explained they were not able to do this,that my food was being kept warm and that I should open the gate as the driver had arrived. I opened my pizza box in front of the driver and also asked him to feel that it was ice cold.I phoned the lady back and asked her if she thought it was fair that if you pay R180 for one pizza and you received it not fresh and cold.All.they can do is apologize and that,unfortunately,because this is not the first time this has happened,is no longer good enough.People use these services to help when we are too busy or unable to do it themselves and it creates job opportunities.What would they do when people like myself decide to stop using then altogether?