Bad services

I ordered from Pedro's on Friday (06.06) waiting for more than a hour for my order. The driver was in contact with me saying that the restaurant never got my order from the uber tab and the issue was with uber eats. I then called the store at promenade the lady explained to me that I had to cancel on my side because they never got the order and I need to contact uber eats. Bare in mind my order was never received at the store and it was never prepared at all and I was charged R266.85 for an order I had never received.

This was the first time using uber eats and my experience was utterly dissapointed. Then I received an email from uber eats supports department saying that they can't refund me my money because my order was prepared, irrespective I had screenshots of the communications I had with their driver and a call recording of the lady I had spoken to, telling me that the store never got my order at the restaurants. If my order was prepared according to uber, why couldn't it be given to the driver at the time or inform him that they were busy or to inform me as a customer that we waited more than the waiting period already?