Highly disappointed ???

I received a call from my 5 year old son on the 2nd of July asking me to buy him pizza. I was at work, so I ordered through Mr Delivery to go and deliver for him. The order was accepted by Debonairs van Riebeeck Park(Kempton Park) and it never arrived. I called Debonairs customer care to launch a complaint and requested my refund, and the 48 hours turnaround time is long gone and I'm still waiting. What actually irritated me is that I have received an email from them asking me to rate their level of service... I have nothing to rate because I haven't received anything, no food, no feedback, no refund. How do I explain this to a 5 year old?