Complaint: Rude and extremely nasty employees

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My complaint:

First i called to place an order for a cheese burger pizza and the female employee told me she was busy and order on line so i ordered on line given a number and a time for pick up. Upon arrival to the store over45 mins later. I was told that they never made the pizza so i had to wait another hour Cause they won’t give me a refund. So i had no choice.then I observed the employees on their phones. No masks or gloves eating pizza that they made for themselves and theen they told me to wait outside

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Justified complaint?

Suggested solution:

First with an apology then a total refund cause when i got home it wasn't even the right pizza that i ordered and wasn't even cut

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