POOR SERVICE

I placed an order, it was accepted and paid for at 16:19. At 17:56 I get an email to say my order was unsuccessful. Mr D's phone lines are down. Whe ln I phoned the restaurant I get told that they never received the order in the first place. How do they deduct money from my account but never even hand over the order?? So unprofessional, I would love to know how they keep getting away with this. I have seen TONS of posts complaining about the same thing!