Ordered cookies for me and my family and was told ...

Ordered cookies for me and my family and was told it would be 10mins. I went and sat with my family, and after 15mins came back down to get my food. Needless to say they never put my cookies in the oven. Had to wait another 15 plus minutes for my food downstairs without my family and away from the movie I paid for. And the worst thing, on one even apologized. Why.....?