Driver ran off with the meal

Hi, I order food at 12.46. Tracked my order and delivery time was 13.15. It then changed to 13.25 and then it changed to 13.35. I called the KFC Milnerton branch and they said they gave the food to the driver and confirmed my order. The driver then cancelled my order after he received the food. And kfc sent a text saying they will refund me my money as the driver couldn't deliver. He clearly was enjoying the meal meant to be delivered to me as his lunch. And now I am struggling to get a refund as they say I must wait 3 to 5 days. Clearly this happens all the time because they couldn't apologize properly either. And gave attitude when I insisted on speaking to a manager via their kfc chat online. I spoke to Bridget from KFC Milnerton and she advised someone needs to pay for the food that driver took. Which better not be me.