Deliveroo complaint: Non-delivery of Groceries given at Co-op Store to Deliveroo driver, falsely reported ‘Delivered’

Order 2635 placed at Co-op, Carlton Parade, Orpington picked there less items not in stock then handed to Deliveroo driver Tues 131222. Driver rang 3.14pm was parked outside my house said he didn’t have my order that it seemed to have been passed from rider to rider with no take-up for delivery. To progress, he believed he had to cancel the order to pursue an answer from Deliveroo he cancelled it. He rang at 3.20pm and promised I’d be contacted by either Deliveroo or the Co-op. I rang him on his mobile at 3.55pm to report hearing nothing further. He made one final call to advise I should complain through the Deliveroo App. Once that had been done, I had a live chat and was told the delivery code had been entered into the IT system so the order was deemed ‘Delivered’. My husband walked to the Co-op purchased identical items plus one not in stock earlier and paid £20.59 to the Co-op for them. I want a full refund of the £31.86 I paid to Deliveroo for the order that did not materialize (Deliveroo total price £26.61 fees) which £31.86 if the order should show up with perishables in good condition I am prepared to forego return as appropriate. My evidence comprises firstly the 2635 order slip printed off for my husband by the Co-op which quotes Co-op prices omits mention of the service fee card fee and secondly my husband’s receipt for the further £20.59 paid to the Co-op. Originals available if photos are not good.