Infuriated

i ordered from Philly cheesestake Co on Hunters road, Bradbury Cross village shop 3, Randburg EMEA 2188 and i gave specific instruction on my order with a cellphone number for my wife as the food was for her the restaurant failed to provide that information the driver went did not call my wife as i had instructed and now all i get is one email saying the order is not eligible for refund