Total lack of service

I ordered online at 6.32pm. Driver delivered and forgot the kids dessert and the pop itz. When I said don't worry about the food rather just credit me those items, he told us about how he has to personally pay for the mistakes and cant give us back our money (long sob story) He assured us he would be straight back. After 13 calls (as per my phone record) we finally got through on the phone to confirm that they were sending missing items. Lady that answered the call asked me to hold while she called the store. After more than 13 MINUTES ON HOLD, I hung up and tried again. Pathetic customer service!!! Manager said they would credit me but they would send food anyway (I did initially decline this offer and just wanted the refund as kids were going to bed) 8.20pm a STEERS driver arrived and gave me the food. Said he cant refund me as he doesn't work for Debonairs??? Disgusted at the "service" or lack thereof received by this store!