Fragrance Hotel - Balestier in Singapore

i really love the Beef Bacon Cheeseburger, the taste is so good. However i hate the service so much that sometime i would rather give up and chose to eat something else. This is not the first time that i receive my pizza late, and every time i need to wait for at least 1 or 2 hours more. The service is really unacceptable. Please do something about it.

I have pre-ordered 2 large pizzas, 1 Hawaiian and 1 Chicken Salami, coming with 1 of each free at about 6pm on 31Dec, for 8pm delivery. Payment was made through my credit card. SMS confirmation received on 8.01pm for the 8pm delivery. There was no sign of delivery and I kept calling the hotline 62410241, which was very busy. Managed to get through and speak to a person by the name of Damian, at about 9.30pm, who has promised to check and call me back, Indeed received his call shortly, who told me that the delivery o=would be fulfilled in 15 minutes time. Delivery did not show up and so I called again at about 10.20pm. Line got through at about 10.45pm and spoken to a lady named GR, who first told me that their system shown that the pizzas were delivered at 8pm. I told her no and she said that she will get the Changi Branch to call me, I demanded to speak to the manager in charge and she said that I will be hearing from the Manager in 10 minutes time. Waited till 11.10pm and decided to publish this. The service is ridiculous bad and unacceptable. I do hope to hear from someone in Canadian Pizza, who can make decision to call, before I take this further, not forgetting the refund.
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It has been a week since the non-delivery incident. Despite multiple call to your hotline on 1st & 2nd January, I have yet to received any feedback of the refund. From the many customer service I have spoken to, I was told that your system shows that the order had been fulfilled, but it was not. The pizzas ordered were meant to be the dinner for my staff, who worked through the new year. Fortunately, the online order placed with another fast food chain did happen. I am not looking for any compensation. Just want to have my money back.