Order never received

I ordered food and it simply didn’t arrive! No communication from the driver either! I get charged for it and it says ‘delivered’ on the app. On contacting them for support, they say they cannot refund me. I kept pestering them on the app asking why, I want to know what happened. Eventually telling me that according to their terms and conditions, they will disable my account if I continue to be abusive. Abusive! That’s what they’re calling me after I’m simply complaining about being ****** from! How can they take money from customers and simply not deliver what has been paid for. I will never again use their services- not because of the mishap (these things happen), but because of the complete lack of respect from the support team. Use Mr D. Never had an issue with them!