Mr Delivery Foods disgusting service

Been a very loyal customer for many years regularly ordering food from different restaurants to be delivered to my house without problems. On 19 January 2021 placed an order via the app with Burger King Parow Centre (R290+) and then tracked driver with my delivery. Driver never delivered my food although tracker said food delivered. I called the driver but could not understand a thing he said and then his phone were disconnected from the network. I called the vendor and they were not keen to assist as they said there part were done in handing over the food to the driver. I had to call Mr Delivery.

After about 5 or 6 calls speaking to different people my money was returned to my wallet on my app, no aplogy or offering to reorder my food for me or anything. The driver disappeared with our food and guess someone else received a free meal or whatever. First time this happens to me but when reading the comments on their website I take it happened to other customers in the past too.

I am disgusted at this level of service and at least would have expected an apology and additional compensation. It seems that they also don't have a policy or measures in place to deal with this sort of thing. We are recovering at home due to Covid and could not go out to order food and had to go to bed hungry because of this. I requested the money in my wallet to be refunded to my bank which could take up to 5 days - why? They take your money immediately when you order but now you have to wait for your refund??

Surely very disappointed and I will not use their services again soon or at all. Pathetic and disgusting.