Mr D - pathetic service, lies and bad attitude

On Saturday afternoon at around 17H30, I placed an order on the Mr D app. According to the app, my food was set to be delivered at about 19h02. When checking the app, I was shown that my food was collected from "Rocomamas" at 18h56. Bu 19h25, my food was still not delivered. I tracked the driver and it showed that he had not even left New Market Shopping Centre... I then used the "driver chat" to ask him where he was. A few minutes later, I again asked him where he is, not response and then he went off-line. I submitted a complaint on the app, and waited. Eventually by ±19h45, I actually phoned Mr D and spoke to an agent. In the meantime, I received an update on the app, which told me that "something went wrong on my order at Rocomamas", yet when I spoke to the agent, she informed me that the driver "couldn't find my estate". She then went on to inform me that I had been credited the amount on the app, and could place a new order. I was livid by this stage, as it was already late in the evening, and this meant that I would then place a new order and have to wait for at least another hour. I displayed my horror at these stories, as there have been many previous occasions where the driver's have not been able to get to my estate, but they have then phoned me and I have been able to guide them. My issue with this is that he app showed that the food had been collected, then Rocomamas was blamed, then the driver got lost???? To top my anger, when I requested a refund into my account, I was told this will take 5 days. I am very sorely disappointed in this kind of service from "Mr D", in view of the fact that when drivers have gotten lost before - they have had the decency to phone me, yet this specific driver didn't even bother nor could he have the courtesy to answer my messages before going off line and (as per the info on the app) he never even left New Market centre. I have no choice but to wonder if he just decided that my order looked good, so he then took the food for himself. I am disappointed at the differing excuses I was given and I am livid that the attitude of the agent was conveyed as one of, sorry but order again. This was infuriating and then I had to drive to purchase food at 20h00 in the evening. Restaurants pay huge fees to belong to Mr D and the consumer makes use of them because of the convenience, so to then have this apathetic attitude, make it seem like the restaurant was at fault and then lie to me and tell me that the driver "couldn't find my estate" is pathetic. I have come to expect more from Mr D, and this whole matter has left me wondering if I even want to bother making use of them again. I am livid and expect a decent response from the Mr D management.