Pathetic service

I have placed many orders witj this franchise, and today im told they cannot locate my proerty. Firstly its more than 60min gone since my order was placed. Then im told to olease go wait in the street so i can be seen, so i askes where is the driver, apoarently he still at the store. So i asked him do i wait now in the street for you, he said yes he wint be long. How the **** do i get my money back