Order not received, please refund

My Daughter ordered a steers burger as my Dinner a few days ago. We never got the order. She has been following up ever since and noone has come back to her. She keeps getting an auto e-mail regarding the small portion of food she got and that they are sorry they can't refund. The issue is that the order never reached our house and how can one complain about the portion of the food you did not receive? The driver never came to our house. Can we get a refund please. Your system is poor, no wonder your drivers are helping themselves with clients food.