Bad service, non delivery of food paid for

Today around 5 placed an order for food, food collected from the shop but never reached my address. When I called the driver straight to voicemail, nothing on the app, but I kept getting messages that the driver is on the way 😕 until I reached out to them, all they can say is they can cancel my order but when I asked for a refund, they told me 3 to 5 working days and for me I don't think it's fair. Their service is 👎 and I am truly disappointed. Never ever going to order from them and I have cancelled their app.