Is it Fair for Mr Delivery to ***** my money?

I purchased food through Mr Delivery from Ocean Basket at Key West worth over R700. The food arrived and I noticed that 1 sauce that I paid for was missing. I informed Mr Delivery in less than 30minutes of the food arriving. My family and I sat to eat and the food was dry, it tasted burnt but did not look burnt, we obviously could not eat this and I emailed Mr Delivery within the hour of delivery. They then sent me an email very late saying that they are sorry but without photos I cannot get a refund by this time the food was in the bin as you know bad sea food is not advisable for anyone to eat. I then went through the bin and got the boxes out and took photos and sent it through and they can see that the food was not eat and I still have not received a response. I would like to escalate this matter.