Charged delivery for stuff I didn't get!

First time using this platform. And I've got one word for them, s*t! Mr D is way better than this. My order never arrived, but yet the driver was enroute, called the driver who didn't pick up and waited for hours until I slept. Slept hungry! And after a lousy apology, the next day, and that my delivery had failed they're refunding me an adjusted amount and keeping the delivery fees. So If I didn't cancel, slept hungry and it's your fault, why am I being penalised for s*t I didn't get!