Ice cold food

The driver had no GPS as he was making deliveries with a flat battery on his cell phone. So he took 15 minutes longer as he was aimlessly trying to find my house. When the delivery arrived it was ice cold and I said i do not accept it. He dishonestly marked it as delivered (along with his tip). I reported it immediately to the person on line and she/he said I must email a different address which I did. They reply today and tell me I should have accepted the order and tried to get a refund after. We all know that they would have said that i cannot get a refund as I accepted the order. I have never come across anything so ridiculous.