Fishaways
Food not fresh and phone off the hook

I purchased a fishcake along with some other items from this branch, only to find that the fishcake was off.
It had a very strong smell; I'm surprised that the staff did not notice it.
I tried to phone to tell them about it, but the phone was "engaged" for close to an hour. (I gave up after an hour.)
We order from this branch quite often, and have experienced this with the phones before.
When we asked about it (thinking that there may be a problem with the line), a staff member told us that they take the phone off the hook when it gets too busy. Not sure if the manager is aware of this!
The quality of the food at this branch is touch and go... the fish I ordered tonight was also not very fresh and was overcooked, but I'm especially disappointed with being sold a fishcake that was clearly off.
I also don't accept "being too busy" as an excuse for taking your phone off the hook - always during peak times.
I have seen that there is only ever one person behind the counter - surely they can make a plan?