The rating should include 0 star. I would like to give a 0 or negative rating. Yesterday, 21 Sep 2021 was one of important chinese festival, Mid-autumn Festival. This year I came to Bristol and hence could not had festival with my family. As still staying in hotel, I decided to order food from Deliveroo to have a great festival time. As usual (I've order food through Deliveroo several times) I place the order and wait. It's really a great festival that the chinese restaurant needed double time to prepare. I received a call from the rider that he's on the way. I told him that I had already stand outside the hotel. 20 minutes past still no show. Back to the room I found from my Mac book that the status was "Delivered. As nobody answer, put the food in front of the room" What? After a few steps, I got the cs phone no. No doubt, the rider went to a wrong place. Of course I called. What they could do was to refund the money. They even didn't think what to do so that I could have things to eat. What I needed at that time not money refund but food to have my festival. If they could order the things for me again and delivered to me in 30 minutes. Everything would change. I had food to celebrate the festival, no need to refund money. I would not be so angry. But they did nothing. Only apologise (must) and refund. In the survey they sent to me afterwards (as I called the cs), I honestly said that the CS could not help. Money can be refunded but Festival cannot be returned.