Business ProfileforSubway

I ordered two footlong subs and a footlong pretzel from Subway on Saturday, May 4 around 3pm, it said I can get them at 3:25 pm. The total was $18.74. My husband went to get it they said they didn't get anything, I was charged, and told him there was nothing they could do. So I went and asked where they were and they said since there is no paper reciept they can't make my sandwiches which was all I was asking for since they charged me. She said all they can do is charge me a second time and make them. And refused to work with me to give me my money back. I want to press charges, but honestly have no idea how to and maybe not enough desire to free up time for that. So I wanted to contact BBB to see what I should do. I feel like Subway is just brushing it under the rug and taking almost 20 dollars from me. I just feel embarrassed and I just want my money back. It just seems like they're content with keeping my money, they said the app is where you fix it. There was no cancel order option, there was no refund option, there was no 'error with order' button. And that's all they said. They treated me like dirt when I did nothing wrong, I just got upset because I wasn't getting my food or even getting my money back. They emailed us after our customer experience feedback was received and all the owner, ***************************, said was pretty much just sorry for the inconvenience, we'll work on our customer service, you're not getting your money back. When I didn't get my food and they charged me for it so I don't see why I don't deserve a refund. Or is Subway legally able to refuse a refund even after taking your money and just not making your food and refusing to make a solution? As we just showed up to the store and they didn't have our food and refused to make it? We didn't do anything wrong but just ask where our food was and then ask for our money when they said they can't make it due to not having a physical paper reciept. Which you don't get online.