Steers in Hillcrest

I ordered food online yesterday, Steers in Hillcrest that is, paid online, Mom picked up the food last night, but there were burgers missing, a whole burger that you pay for. And obviously we tried calling but that was useless with steers in Hillcrest. This is the second time I'm having a problem this specific steers. What do we do now that we paid online? You will say sorry and what then? If another person complained it would have resolved immediately