Online ordering *****s my money. Have to beg for refund and eat cold pizza.

Ordered online and they took my money. Received no confirmation SMS. Called and they said they hadn't the order, had to order again and collect myself as they had no drivers. Got there 30 min later and there were drivers all over. Pizza was ice cold, had to pay for it again. They expect me to go in tomorrow with a bank statement to get my money back.