2nd bad service from uber eats kfc grey owl

I ordered on Friday at KFC Grey owl,the tracking on my phone differs with the driver so Boitumelo Victoria insisted she texted me to come collect I didn't get an text or call when I get on the app it showed she couldn't find me and left I tried calling she said she left I must come collect at the store.I had to place another order.I requested refund on support it said my order wasn't eligible for refund meaning I paid for something I didn't get