Order not delivered

Order marked as delivered but we did not receive the food. Called the helpline. The agent said she'd place a replacement order as she did not know what happened to the delivery. A few minutes later she called back to say that she couldn't log a replacement as the restaurant has closed for the day. She did not call the driver to check what happened but surmised that he may have gotten lost? (We live in a large complex on the corner of 2 main roads, not easy to miss. So now have to wait 7-10 working days for a refund (including 10% driver tip) AND left without food. Absolutely shocking, Mr D!