Bad service

I’m very displeased because I have been waiting for an order since 21:30 and I still haven’t received anything. The driver is dishonest as he says he’s stuck in traffic at this hour when the streets are empty, when I asked for clarity he changed his story and said he’s stuck in mud. I don’t think I should be expected to wait. I have already paid online so this is unacceptable! I would like a refund.