Hour late cold food

We order food just after 8, the app states our food would be delivered at 9h30pm. At 9h30pm no food was delivered. At 9h45 still no food was delivered. At 10pm, you guessed it, no food delivered!!! Now they won't refund us because the driver arrived at 10h30pm and we didn't get the meal. So first they and hour late with no communication and when the driver does decide to show up with COLD FOOD and we "don't collect" they won't refund us. What's worse is they won't replace the meal. Worst service EVER!!!!