Poor Drivers and inadequately trained agents. Long waiting times!

I ordered food from Bolt (not the first time) and i have tolerated that they take longer than Mr. D and Uber Eats. The first bad experience was with my wine order, it was a Friday and ordered to delivery in Saxonwold, it said order delivered but driver just bolted with my wine and said he rang the bell, but there is no bell to ring as my note said call or hoot. It took long but got a refund, needless to say didnt get the wine.

Then last week i ordered from bolt while still in the mall, it said 40mins - 50mins max, which is usually the case when ordering the Triumphs Kitchen (case number ***) after 1.30 hours the driver was still not moving, so i called him, the driver had a flat tyre and said he would fix it and come. While waiting i had contacted the chat help to see what is going on as it was going for 2 hours, they said they will investigate. Driver called and said he is on the way and was moving toward my direction.

I had no issue with the driver as i understand, things happen and it was bad weather, so i said cool. 3mins later the agent from the chat cancelled my order, without my consent after confirming i would wait. After that the driver called me and asked why i complained and cancelled and he was very upset with me, now i had to explain myself, had no food and not even a comp for my patience or inconvenience caused. Then the agent had the nerve to tell me i can reorder...why the hell would i wait another hour and spend my money on bad customer service? clearly he had no compassion with the driver, which i had and was willing to wait even though the food was cold and my daughter hungry. This is unacceptable!!!!!