Very disappointed

I placed my order at 19:02 and was informed it would take 30 - 45 minutes. At 20:00, an hour later, I hadn't received my order - called the store to check and was informed that the driver had left the store and was on his way. I literally live 5mins away from the store but at 20:50, I still hadn't received my order. Tried calling the store several times but there was no answer. The driver arrived at 20:55 and he told me that they are busy and that he only left the store 20:20. My pizza was cold but I was still expected (forced) to pay for it. Your quality promise says if it's not hot it's free but this did not apply to me.<br> <br> Very disappointing service and I expect a refund!