Mr. D is a *******

I've placed an order on their app for collection, arrived at the restaurant as per collection ETA ofcourse my order wasn't ready.I waited a further 5 minutes & my food was still not ready, I requested order cancellation and a refund. i was told to speak to Mr. D as they billed me. An agent named Saskia from customer service responded to my issue with "you are liable for any and all costs once an order is placed and no refund will be issued" What a load of BS. I've placed countless orders thru this app and for cx service to not even acknowledge my situation and throw terms & conditions at me. I'm beyond upset and disappointed. I'm at a loss I paid for a service that failed me, Im told I cannot get my money back as well as did not get the food I paid for. Mr.D has no principles