Disgusting service by the support team

I am extremely disappointed by the service that I received from you guys yesterday . I received my order after 2 hours and I told one of your support agents that I want to cancel the order as it was taking too long before it was delivered. He didn't pay attention to this request and just told me that sometimes it takes long due to unexpected delays. I understand that part however I had ordered something else from bolt food which was already delivered so didn't really need that order any more. He then told me the order was already delivered of which this was not the case. Anyway shortly after that, the delivery guy came and I didn't want the food anyway he said he can't return back to the store. I took the food as I obviously didn't want to bother him as well as I don't believe he was the reason for the delay. And then after 2 hours you decided to send me burnt food? I requested to speak to the agent's manager 2 times as I was surprised by the assistance I received from him and he just disconnected the chat when I asked for a manager call back. They have since adjusted the amount I was charged and I appreciate that but Is this the kind of service that you guys offer? I still want to escalate the advisor and would like a manager call back as requested.