Worst delivery app

I am never using this app ever again. I made an order at 09:55 and I got an estimated delivery time window of 13:00 - 14:00. When I log on to the app, I am told that my order has been delivered but it was never delivered to me or to my provided address. The support team takes about 30 minutes to an hour to reply to my messages and they keep going around in circles without providing assistance to my problem. The money for the order was debited from my account when I placed the order and I have not received a refund or my order. There is no way of tracking where the driver took my order and the support people I've been speaking to have no provided any help with regards to this matter.