I have a somewhat similar PH story.
One evening I called in one for a pickup in-store, waited the required amount of time, got to the store, was waited on.
The kid behind the counter couldn't find the pizza with my name on it. He called for Mr ElDorko, the Ass't. Manager.
Mr. ElDorko looked for a minute, then came to me at the counter and told me that I had already picked up my pizza ???
He repeated several times that I had in fact picked it up already before then suggesting that perhaps another family member had picked it up. There was not a chance of that, as the wife was at home and the daughter didn't have her drivers license yet.
The only other people in the county with my last name are my brother and his wife, and they were out of the state at the time.
Took a few minutes to convince him that I had not yet picked up my pizza, and they must have mistakenly given it to the wrong person. He kept insisting that could not have happened, I had already picked it up, and if I wanted another, I would have to pay again! No problem, I hadn't paid yet!
So, he told me they would re-make me a new one, it would be 15- 20 minutes.
I asked him if I couldn't just have one of the Supremes that were proliferating from the oven?
He told me "NO, those are for customers", (???) then promptly proceeded to punch my order into the computer and asked" Would you like to pay for that now, or when you pick it up?"!!! No pizza for me!!!
That's when I started eating Papa Johns, though after PH got a new manager, I told her the story, I haven't had a mis-order or late pizza since!