unprofessional service

I received the most horrible service from Mr D I placed an order for food and the driver advised me his downstairs, so i went to collect my food and he was not there.I sent him a message to say im at the address and his not there. We went back and fourth and the next thing you know is the app says my food was collected.So my question is how do you give an order to another person without confirmation of the order details.Then I called Mr D and the lady said they will refund my money but It wasnt just about the refund what about the inconvenience caused,after waiting 45mins for my food to not getting it all I was told you being refuned this is not customer service and I no longer trust Mr D