Bad customer service from UberEats

On Sunday night I placed an order on UberEats using the location I use for Uber rides. The driver went a wrong location and refused to come to my place then finally cancelled the order. I immediately called customer service but was not able to speak to an agent then I went to the App to report this. I got an email from UberEats stating that they can not give me a refund since it has been more than 48 hours, I contacted them immediately and even reported the incident. My order was worth R1000!