Yemek Sepeti Order Not Delivered - Refund Request Denied

On 28.11.2025 at around 18:00, I placed an order via Yemek Sepeti from Fırından Burger Bakırköy with the order code tatf-hi69. My order consisted of a hamburger and a Cajun plate. This is the second time I have experienced a delivery problem with this restaurant through the platform. Although a considerable amount of time passed, the status of my order remained as “in progress” for about two hours, and the food never arrived. At around 19:45, I decided to cancel the order because the delivery still had not been completed and I did not want to receive such a delayed order. I contacted Yemek Sepeti, requested that the order be canceled, and asked for my payment to be refunded to my credit card. During this process, Yemek Sepeti contacted the staff of Fırından Burger Bakırköy and informed me that, according to the restaurant, the delivery was still “in progress.” For this reason, they stated that they could not refund my payment, even though I had clearly requested cancellation due to the excessive delay. I find it unacceptable that I have paid for an order that was not delivered on time and that my refund request was rejected on the grounds that the delivery was still “in progress” after such a long delay. I kindly request the full refund of the amount I paid for the order with code tatf-hi69 to my credit card, and I expect Yemek Sepeti to ensure that similar problems are not repeated with this restaurant.