Deliveroo complaint: Missing items and SOP

I have paid for a membership and this is not my first incident. On 30 June 2023, I ordered for two family members who were unwell from the Soup Spoon. When the items appeared, 2 mains were missing and 3 cups of tea. When I called in to chat with customer service, they kept me on hold for twenty minutes after which the standard response which I received in past incidents, I am sorry we are unable to send your order but will be willing to reimburse you. The reason after I kept trying to find justification is that there are no riders and the items which was not sent was below the price. I ordered a bundle…hello…is it mu issue that the items you failed to deliver was below cost. They expect me to keep my two hungry people waiting and reorder to wait for another 46 mins to one hour…which was the earlier case.
My call was attend to by Gernell and she kept repeating the apology and saying no…its not about reimbursement which is the easy way out…
This has happened before, 3 times. I let it go but their standard responses is rather annoying and not pleasing to the customer. If I had the transport, I would have gone and picked it up myself.
As a paying customer and paying for membership, this is not right and very unfair to just keep saying the same thing over n over. To me, it’s just customer service to find a solution for this.
I am appalled at the way they handle this situation. Every hi cup was handled in the same manner. We support Deliveroo but at this rate, it’s terrible customer service.