Uber eats *****s food

I placed an order Saturday evening with Panarrotis in Cape Gate via uber eats.

I got no updated for 45min i just received a sms from the uber driver for my address.

Which was a bit weird as my address is in the uber eats app. After an hour i phoned panarottis and the lady advised me that uber eats left with my order long time ago but on the app it just says oops we need to find a new driver.

So panarottis advise me to request a refund on uber eats because i never received my order and ubereats was never in contact with me to say they on their way or that they cant find my address. The food was never returned to panarottis so the uber driver stole our food order. I will never use their service again. Their feedback is i cant get a refund because the food was already made but i never received it. Panarottis advised that i cancel the order and place a new order which i did but with the Mr Delivery app