VERY UPSET ****** ORDER

I have used this services so many times and never experience any problems until today. When their driver pretended to deliver my order and my order never reached me. And their app is useless because you can't even enquire about the order or put a complain, you have to physical look for the numbers and call and their careline is always folded with calls after they answer you explain your situation all they can do is tell you they will refund you but they don't email or confirm . I'm so upset and deleted the app . All i want is my money because why are they appointing ****mers as drivers