Bad service from UberEats

bought food through UberEats on the 16th from KFC waited until an hour later the food was never delivered, i called the store and was told that i will be contacted, there was a delay, another 30 minutes later a lady from KfC called and told me that they will not be able to deliver so she was cancelling my order so that i can be refunded, i waited until Monday to see if the funds will be in my account, but nothing was reversed, i messaged UberEats and the response i got was that i reported the error 48 hours after it had happened and they will not be refunding me! i am so angry and disappointed by the service i got, i would like to get my refund and an apology, why does it take a client to first complain and even write a review in order for UberEats to even react i am really disappointed with the service