2 Food orders on 14 July not delivered

I'm extremely appalled at the lack of assistance and run around I have been given by the ubereats. What is most concerning is that even when you send emails or note unhappiness, you are still given automated responses. This is the email I sent them and complaint I lodged on the app for which I have not received feedback. "Kindly assist me as my order never arrived. I sought to query it on the app on the day the food didn't arrive but got the response saying I would be refunded within 5 days. When I followup after 5 days I'm told nothing can be done as 48 hours had lapsed from my time of ordering.

How would I have escalated within 48 hours if I'm told my issue would be resolved within 5 days?

Please assist as 2 of my orders of R174. 90 and R209. 90 didn't arrive that day. "

I will not be using this app in the future if I can be looted in broad daylight.