Terrible experience

I placed an order on McDonald’s App almost 2 hours ago for delivery in Sunninghill. When the delivery time passed I phoned to check where my order was. I spoke to Bongile who advised they are waiting for a rider before commencing with my order. I advised her that over an hour had passed and they had not yet started with my order or had the courtesy to let me know. She then reiterated that they are waiting for a rider. When I advised her that I was pregnant, hungry and upset she said that the order is ready and they are waiting for a rider. When I was upset that according to her new story my food had been sitting there getting cold and old she had no response. I tried canceling my order but it had apparently already gone out and they cannot do refunds. Now, another hour later I have still not received anything nor has the account been credited. Terrible service, completely unacceptable. Please URGENTLY arrange a refund!!!!