Disgusting service and no delivery from UberEats

UberEats is a ****!!! I am so disappointed by the service I recieved! I ordered a Happy Meal at 18:37 on the 29 September, the delivery time said 19:20 when I placed my order and the delivery time on the app just kept getting later and later. Eventually my 5 year old daughter needed to go to bed so I just made her a sandwich and at 20:20 the app still said they were trying to locate a driver and the food still was not even on the way to me. At this time the food had been standing at Mc Donalds for way more than an hour and having experienced super late deliveries from UberEats in the past i knew the food would be cold when it arrived this, coupled with the fact that I was being loadshed (so even if my daughter could have waited up later I would not even be able to reheat the food) led me to try cancel the delivery. And I was charged the full amount for it.. for food I never recieved! Food that almost 2 hours after being ordered the app still had not located a delivery person. How long was I meant to wait?? This is unacceptable. I used to be a regular user of the app but now I will never use it again! If there are no drivers available why are you taking orders for delivery?! When I tried to lodge a complaint with UberEats I was told I had to pay because I canceled too late, I should have canceled before the restaurant made the food, how does that even make sense?! I didn't cancel for fun I canceled because my food had been "coming" for almost 2 hours and there still was not even a driver located to deliver it to me!! Absolutely disgusting!