Is this normal policy?

Last night I ordered a mobile order for dinner for my husband and I. I was going to pick it up after work and when I arrived the crew member said he had no record of my name. After searching for a minute he says “oh this order was picked up 20 min ago”. I said well that’s weird let me call my husband and make sure he didn’t come grab it for me. Nope my husband was at home and said no I didn’t get the food.

The crew member then tells me “sorry there’s nothing we can do you’ll have to call the 800 number for a refund.” I said wait what? I paid for my meal and you guys must’ve given it away and now I don’t get my dinner? (They keep the mobile orders behind the counter and this isn’t the first time I have heard of this store giving away wrong mobile orders to people).

So finally the crew member says “well you were 20 minutes late picking up your order so it’s kinda your fault too” EXCUSE ME. I just worked a 12 hour shift in the hospital and got out of work 20 min later than I expected what does that have to do with anything? I said pickup at 720 and I arrived at 740.

Is this a normal policy that you guys won’t refund in the store OR just remake the food? I am completely appalled