Order never arrived and no refund

I ordered through UberEATS at Pedros Hillbrow, I ordered 2 x 1/4 leg & chips and requested that the driver when he arrives to call me and he didn't and left with my orders and now UberEATS says they won't refund as they followed their processes that's why the won't refund me? How bizarre as I never received a call, no order and my money won't be refunded. This is not the first time same branch did that to me it's how their drivers conduct their business that's a total reap off. I won't be buying from them anymore, never!