POOR SERVICE DELIVERY- MCDONALD'S

I placed an order for food to be delivered, 2 hours went by I did not receive my order. I went onto the live chat and spoke to two agents who kept closing my chat without resolving my query. It's now 4hours later I have not received my order, they decided to cancel the order on their own and refund my money within 5 working days. This is totally unacceptable as who will bare bank charges, furthermore if they did not have drivers they should have not deducted my money and accepted the order. The manner in which they have handled this is very unprofessional.