Whataburger

I placed an online order at 4:18 2 #1's. Pickup time set for 4:35-4:40.
I arrive at 4:43 and tell them my name and that I had an order online. There are a couple of cars in front of me and by the time I get to the pickup window it is 4:51. She hands me my drinks and says "I need you to pull up". I told her I placed my order online over 30 minutes ago, and it is currently 11 minutes past my pickup time. How is my food not ready? I'm not going to pull forward. Her response instead of apologizing or trying to make things better from their CLEAR mess up was "You aint gotta catch no attitude" and closes the window and walks off.
This is not how you retain customers...