Order not delivered

What a bad service guys, I'm extremely disappointed. My son was so excited to get his KFC this morning as he is on midterm break and I decided to spoil him, but Mr D disappointed me big time.

I received a notification on my app stating that my order was delivered, however, nothing was delivered to me. I logged a complaint with my order number: DFD*** and called the customer care line.

When I called the customer care line, it was extremely unprofessional as the agent could not hear me at all for a minute, not sure if they are working from home but eventually when she could hear me I advised her on what happened and she advised that they would refund me and that I could order again.

I asked her to guarantee that this time my order will be delivered, the agent refused to guarantee that my order would be delivered to me and that I would not experience this bad service again. All I can say is that there was no empathy, no assurance of great service. I'm just disappointed big time. Yes, this happened to me for the first time but the fact that they do not guarantee a great service makes one questions.