Bad Customer service

I placed on order with KFC yesterday on their Order 111339 I then got an update that Mnqobi K has accepted my order estimated delivery time 18:26. When checking on the app it said Mnqobi is on his way to the restaurant. At 18:45 I started calling the restaurant. I called KFC Galleria. 4 times calling and being advise Mnqobi has not collected. I ask the recipient if he can't contact him it already 19:00 and my kids haven't eat he says them as KFC it not their responsibility to contact the driver. I ask him whose responsibility it is cause I always order and never had this encounter. At I think 19:30 I call customer care just than I get advised driver cancel. I spent R50 airtime calling KFC sending messages my kids slept eating bread. The guy I spoke to said he has now authorize a refund. A refund that take 7-14 working days. I want my food and my airtime. And a proper apology from KFC Galleria