Undelivered nor refunded order

I placed an order at Chicken licken through Mr Delivery on the 18th of September 2020, the App was showing that my order was delivered however I did not get my order, I logged a call to support team someone rep**** and said will look into it, but nothing I asked for feedback and another consultant rep**** and said no refund will be done as I did not pay for my order even though my order was paid for. I explained that to them someone else rep**** and made a promise to prioritize my query and feedback, that was on Friday the 19th but she never did. I am so disappointed in their service I have had the issue of deliveries so many times now its so annoying.