I live in Bucharest-Romania and today I ordered again some food from Bolt Food

I live in Bucharest-Romania and today I ordered again some food from Bolt Food. The delivery man was not able to find the address. In spite the fact the order was not delivered (and I conversed with a guy, called Casmir, from the Bolt Food Company, to whom I explained that it was the first time that it happened), the company refused to return me the money retired from my account for the order !!!