KFC DISGUSTING SERVICE

First time i ordered from KFC Craighall which is 1.1 km away from my location they took 2.30hours to deliver with cold food no apology given, 2nd time i ordered and paid the and orde was confirmed at the time given for delivery I received a message to say they can't deliver and will refund my money in 7 -14day. My question is who picks up my bank charges .

IM SO DISAPPOINTED IN THE SERVICE AND MANNER I AM BEEEN TREATED AS A PAYING CUSTOMER , KFC NEED TO RELOOK AT THEIR CUSTOMER SERVICE PROGRAMME , OR THEY NEED TO GO FOR TRAINING AT MY LOCAL KFC IN BERGBRON