Bad service

We orderes a family meal @ burger King clearwater mall for delivery through Mr. delivery . We paid delivery fees and a gracious tip..... 2 hours we are still waiting for our food. The status is showing collection now...we have tried ALL the numbers and no answer. This is totally unacceptable. We are driving now to go and collect "our cold food" I hope you have a very good excuse as we want our delivery and tip money refunded. The Mr D app shows food not collected receipt number