****** of delivery fee and no delivery

On 6th Feb 2023, i paced an order for delivery. I was then notified, via whatsapp that the driver is at my door. I went out to check. The driver was no where to be seen. I responded within 2 minutes to the whatsapp message and was notified on my app that the order was canceled. I received no call from my security gate or the driver, to say that an order had arrived. I drove out to the gate when i got the whatsapp message & there was no one there. I then got a refund of my order, minus the delivery charge and was told the charge is processed, the minute the driver leaves the store. I think that's unacceptable because it defeats the purpose of a delivery that i never got. I'm very disappointed with the level of service.