Bad service from MR D

I have used Mr D for over 3 years, tonight of all nights the driver goes to the wrong address and sends me texts to say he is scared of where he is, I must call him.I, having stood on the road for over 15 minutes with a 2 year old text him on the number he gave me for WhatsApp and he doesn't respond and ends up declining my calls.Fast forward my order is cancelled.I then receive emails from their support desk to say I have to pay 50% and they'll refund me 50%. Like really ? I didn't even touch the food and I've ordered previously from the same address without any trouble.woooow Mr D is this because this is now a semi rural areas?