******* Application

Please can you help me? I ordered from KFC Rock Cottage on Friday by self-collect but now the app never informed of that my order is ready for collection or the restaurant never called me informing me that my order is successful. The app crashed/idled on the "estimated collection time TAB"... I contacted Mr D before but now they say cannot refund me I don't know why not. The service is *******. Uber eats will never fail you when it comes to refunds and so on.