Poor service and Quality promise not kept

I ordered a pizza online from Debonairs (Comaro Crossing), the ordered took a hour and a half to be develired. I had to call the store 11 times to get an update on how fr my order was and the lady I spoke to said the driver had left the store (this was an hour after I placed the order. 30 min later I called and she said she was going to call me back, that is when she said the driver said he was outside. I stood out in the cold for another 10 monutes and the driver arrived with a cold Pizza, my family was hungry at this point I paid for the Pizza. I brought this to debonairs attention and the store manager called me and offered me a 10% off on my next order or a free Pizza. I told them I was not interested in any of that as debonairs quality promise is that should the Pizza be delivered called I do not have to pay for it and I asked for my money to be refunded. This was a week ago an I still have not heard anything from the store or Debonairs