Shocking Customer Service/ Soggy food/No accountability

I know i wont get a response but WOW - where to start, went from bad to worst. My order was collected at 18:05, driver got here at 18:25 (should have taken him 5 min - obviously had more than 1 delivery to make) and the 1 cold drink fell out which broke the bag as it was soggy. We opened the bag and the food all got wet. The driver then said he must get approval from head office to replace the order. He was infront of my house for more than 20 min waiting for approval. The person he was chatting to then deleted the messages and told him to take the food to Daniel. My husband then went with. They then refused to replace the order but was told that the money will be refunded. No accountability was taken - we must basically sort ourselves it. I also chatted to someone on the WA line but he closed the chat as i did not have pics when he asked. i sent the pics - but no one came back to the chat. If i could give them a zero i would. I will definitely not use Mr D again. I understand these things happen - but the way it was dealt with was just totally shocking. What happened to customer service?