Coming from someone who has been working in the industry for six years, shi(f)t happens. For those who just cannot simply understand how it could possibly take so long to get their food, try working in the industry THEN just maybe you'll understand. It could be any number of things such as
1. The roads SUCK because of snow.
2. There'* a rush that was unexpected due to a large sum of pickup orders/dine-ins. You're not the only customer they're serving. There could be 30 orders ahead of yours placed within a few minutes apart. They could have all been deliveries.
3. If you live close to the place, just go PICK IT UP!
4. If it'* busier than planned, you can't always get people to come in when you call. it'* a pizza place, it'* not their life.
5. It'* only food.
We're not mind readers. When you're planning to do 1,400 for an entire day, and you actually do double that, YEAH there'* going to be late orders. You can't staff for maximum sales everyday. It'* not going to happen. If it were me managing, yeah, the order would have been free. "I'm sorry you're pissed off at me, have a free pizza." Basically when you listen to people complain to you all day about this and that, you just can't care anymore. This is the reason why I'm quitting within the next few weeks. You get paid barely anything to get stressed out beyond what anyone should be expected to put up with. If you haven't worked in one of these places, then you really have no idea.
/end of rant.