Zuko's Pizza

I placed an order online a couple weeks ago. It was extremely expensive but I wanted to give this local place a try. Order was placed at 4:40pm on a Friday and expected to arrive no later than 5:30pm. At 5:50 we didn't have a pizza so I called. The woman said my order left the store 5min ago. Great! But then 10min later a man called to tell me that my order actually never came through their system so they hadn't even started it! Offered me a 25% discount if I still wanted the order and said they could have it done and to me in 15min (I live very close). I agreed but since I had already paid online, the guy said they'd refund my card. Another 45min(?!) later, our pizza arrived. It was good - not great, but I never received the refund I was promised and the pizza was NOT worth a 2+hr wait and full price. We order pizza every Friday and could have been a regular customer - but not after that experience. Disappointed. EDITED to increase star rating after refund was received. Thank you for the prompt response to my review.