Chipotle Mexican Grill

I placed a catering order over the phone on 9/19/2019 at 10:45am at the 201 N 8th St in West Dundee, IL. I spoke with the manager when placing the catering order and he stated that the order will be ready by 12:30p or a bit later due to this time being a peak time for lunch. I got to chipotle to pick up the catering at 12:20 and there were about 45 customers inside. I walked in and noticed that on the left side (by the cashier) there was a line of people that placed online orders. I overheard many of them saying they have been waiting for 30, 40, 50 minutes and they were very angry. The manager came by and told them they are working on their food and some people requested a refund which he gave them. Other people were in line waiting to place their order. Then there was me. I walked up to the cashier and told her that I am picking up a catering order. She looked frazzled and stressed due to people yelling at her and she just said "we are making your order, it will be right up". Clearly she did not hear what I said it just sounded like she's been saying this phrase all day. At about 12:45pm many people that ordered online got their orders and I was standing there alone waiting for my catering. I was being very patient as I knew we ordered late and the manager told me it's possible they would be running a bit late. One of the employees came out from the back and asked me what order I am waiting for. I told her I placed a catering order and pick up was at 12:30.. she walked up to her manager and said "uhhh... was there a catering order for today?" And he looked up at me and looked terrified. He came by and said "I tried to call you multiple times and emailed you but the email was not going through.." ( I showed him my phone log and had no missed calls, nor did he ask me for my email when I placed the order so that was a lie) and I said "Ok, well I don't have any missed calls from you so what's going on?" And he said "Oh yeah I was calling to tell you we can't make your order because we are too busy..." I was beyond mad because this was for my boss that came in out of state and she wanted me to order food for the ENTIRE Company. I told the manager "so I have been standing here for about 45 minutes now and no one told you that I am here to pick up a catering order?" Then he basically repeated himself and did not seem to be in any way, shape, or form, apologetic which was even more frustrating. How are you going to tell someone that they can accept their order and when they get there, you don't feel the least bit bad about what happened nor do you offer a solution to keep your customer?
This was unacceptable. If he AS THE MANAGER knew that they would be too busy to make our order he should have told me that in the first place when I called to place the order. I was shocked that he said they would be able to make the order as we placed it last minute. Either way, if he said it will be done IT SHOULD HAVE BEEN DONE! I will not be doing business with Chipotle again.. We have placed many catering orders with Chipotle as we get company lunch every week. We will no longer be doing business here since even the manager has no idea what he's doing nor did he care about what happened to my order..