late delivery without all the drinks

i phoned the branch to find out where my order is. manger (letitcia) said that driver left already 20 min ago. he only arrived 15 min after that. the pizza dots turned black when he took it out of the heated container. he did not bring coke so had to wait another 15 min for him to bring the coke. so the pizza was 35 min on the road and we live 10 min from the branch. I told manager that I wanted refund on the pizzas and she refused and appologised saying it is a new driver. why do I have to eat cold pizza because the driver is new. what about the red dot policy... and the fact that we had to wait another 15 min to eat our pizza with the drink that we ordered. UNACCEPTABLE!!!