Complaint Still not resolved

It was ********** dealing with Debonairs Pizza Southgate. I ordered and paid for a pizza online from the Debonairs Southgate branch at 15:49 on the 15/5/2020. (Order number #***2) I requested delivery for 18:15. At 18:30 I received a call from a staff member informing me that my pizza was still at the store because the driver was out on deliveries. He couldn’t tell me when my pizza would arrive. At 19:30 he phoned again to tell me I would not be getting my pizza as the driver was stopped in a road block. He said that I’d receive a refund within 48 hours. He didn’t apologize and was very abrupt when I opted for a refund instead of agreeing to have my pizza delivered a day later. By Debonairs standards I should not have paid for the pizza anyway. The next day I lodged a complaint via the customer care line (Ref number: CAS-***-P0D2N1) and asked that the matter be escalated as I generally receive poor service from this branch, waiting an average of 90mins for my pizza to be delivered. A week later, I haven’t received an apology, a haven’t received my pizza neither have I received my refund. Poor service to say the least!