poor service from Mr.delivery

I placed an order (#DFD ********** ) for collection from Nandos Milnerton, driver was at my premises but was at the wrong gate,i got a call from the call centre and explained exactly how to get to my work to 2 different call centre agents. i then get an email from Mr.delivery stating unsuccessful delivery.

i phoned the call centre and spoke to a consultant who advised me that i could not get a refund as the restaurant needs to get paid and that the food will be disposed of when the driver gets to the depot.(call happened 13/03 between 12h30-12h35 more or less)

I then phone back and speak to a lady named Wendy who then also stated that on there side i did not answer the call when i clearly know i have.She then advised me that because i didn't add any delivery instructions the driver panicked as time was an issue and just left.i then queried as to the reason for the call from the call centre if they did not relay the message straight to the driver when ending the conversation with me,Wendy advised that the call 1st gets escalated and then relayed to the driver and by that time the panicked driver had already left.She then advised that the refund will take -5 working days.

This is poor/**** service as other delivery services get there drivers to phone the client directly to avoid any delay, NOT SURE WHY MR.DELIVERY HAS A MIDDLE MAN,MAKES NO SENSE.