False delivery status!

I ordered food on Bolt Food and I had an emergency I had to attend to for like 5 min. When I check the status of my food it says delivered and I didn't recieve a damn thing. I called and the customer service was unavailable, I then continued to chat to one of their consultants and she went on to tell me that's not the couriers fault and he has the right to dispose my food and I'm not getting any refund. Where on your policy does it state this!? I'm utterly dissapointed and furious. Customer service is extremely poor !! I'm now at work with no food and no one else to order from because it's already late!