Mr D not helpful

My husband and I ordered food from Mr D. We were told it would arrive at a certain time. When we checked our phone we saw that the delivery had failed and no one responded when the driver arrived. However when we tracked the order it hasn’t left the restaurant and had not been collected. When we contacted Mr D the consultant told us that we lost our money and there is nothing we can do. This feels a lot like ******* and I am very disappointed as the app (up to now) still shows the order did not leave the restaurant.