Unattended order and very bad customer experience

I recently orderd a pizza on the 25th of April 2025 ona Friday , and unfortunately the pizza never arrived i checked my debornairs pizza app and kept on realised that my order says delivered despite it never being delivered upom seeing this error i called the debornairs pizza (Lambton) that i ordered at and my calls went unattended and the only call that went through gave an unhelpful answer and furthermore i emailed debornairs pizza to lodge this misfortune and they email me back saying can i provide a more descriptive explanation which was very offensive as i had explain everything in my email , i used a promo code that i got for my birthday which unfortunately went to waste as the pizza never arrived this incident created a lot of inconveniences as the pizza was a surprise for someone and they ended up not getting the pizza , it was a shameful and very embarrassing experience