Terrible consumer etiquette

Im not one usually to complain but im terribly frustrated with Mr Delivery. I Placed an order with a load shedding friendly restaurant money was taken off my account before order was even confirmed. The order was apparently unsuccessful due to restaurant not responding.And for them to tell me that i will be refunded in 24 hours and after i complained telling it might take up to 5 days to get my refund. Very poor service i must say but quick to take money immediately but yet i have to wait up to 5 days to get my refund