Unacceptable service from Mr D Food delivery McDonald’s

I ordered food from Mr D Food (McDonald’s Plumstead) and they accepted my order and told me my food would arrive in 30-45 minutes. It did not arrive and this is the second time within the space of 2 months that this has happened. Why would they accept my order and deduct the money if they are unable to send the food. This is completely unacceptable. And all they can offer me is a refund within 3-4 working days! Completely disgusted!