Missing Item With Zero Accountability

I ordered waffles from Roccomamas (Westgate Mall) via the Mr D app and received my order without the ice cream. I immediately contacted Mr D via WhatsApp and was told to start a chat and wait for an agent to become available. After 20 minutes, no one had responded. I then called the Mr D support line and explained the issue to the agent who answered. She told me she would send an email so that I could “send pictures of the missing item.” How one is expected to take a photo of something that was not delivered is beyond me. She then said that once the pictures were received, I would be refunded for the missing item(s). This raised another issue: Roccomamas does not sell ice cream as a standalone item, so it’s unclear how a refund would even be calculated. When I pointed this out, the agent seemed completely unsure how to respond. Eventually, I did get a WhatsApp response, but the agent simply repeated the same scripted response multiple times, going in circles, and ultimately told me to contact the restaurant myself regarding the missing ice cream. I understand that agents may be limited by process, but this entire experience was unnecessarily frustrating and inefficient. Being passed between channels, asked for impossible proof, and then told to resolve it myself is not acceptable customer service.