Mr D lost food twice, refuses to refund or answer the phoneline

Mr D has lost 2 of our orders within a period of one month. Restaurant confirmed it was picked up. Suppose the driver helped himself to the food. Their helpline is a useless 3 minute automated voice, which leads to an even more useless infinite waiting song which never gets answered. After 2 HOURS they dont answer. Am I supposed to accept that Mr D can just lose / eat our orders with no consequence? Will boycott this negligent, useless company with all my will in future.