Mr. Delivery *****s money

I ordered from Mr Delivery on the 1st of April at 19:15. They deducted money from my account, but the food never arrived. The app says my food was delivered, but it wasn't. I sent a query and then received an email stating they will get back to me which never happened. Is this the norm for Mr. Delivery or Mr. Delivery drivers to ***** food and money?????