PATHETIC CUSTOMER SERVICE

My card was charged for a self collect order, i received notification my order was ready for pick up.When i arrived at the restaurant my order is nowhere to be found, I did not have time to wait while they re-prepared my order and i requested they cancel my order and refund me. There response was I have to cancel my own order through the app(bare in mind order status was ready for collection) I dont know how they expected me to cancel an already complete order AND they cannot refund me as they did not charge me(noted) Mr D would need to do that. REACH OUT TO CS OH LET ME TELL YOU ! PATHETIC SERVICE IS AN UNDERSTATEMENT