Ordered, debited, but food never arrived

I have had a very bad experience. On Sunday the 27th March at 8pm I placed on order to Nandos using the Uber eats app. I was debited for my order, which was a total of R319. The app showed that the order would arrive at 9:30pm. At 9pm it showed on the app that the driver will be delivering in 5mins. We waited and waited, but he never showed up. After 9:15pm, the app went blank and didn't allow me on. I find this all so strange. I had to put my kids to bed, giving them just a bowl of cereal. This is very unprofessional, as the reason we opt to use these apps is to save time, but this just caused us more inconvenience. I ended up going to Nandos Galleria, which was the restaurant I ordered from through Uber eats and was advised, they had only received the order at 10:15, and they had closed at 9pm, so there was no way that they driver had collected the order. On the app it showed, the driver was Yusuf. Nandos advised that I contact Uber eats as they had debited my account. I eventually did call Uber eats and spoke to both a consultant and a manager, both been foreigners and they really didn't understand me very well. They said all they can do is refund me and cannot compensate for the inconvenience. I was told that the refund will be done immediately, it's the third day today, and still no refund. These Uber eats people have no customer service experience what so ever. From all the reviews I've read, this is a norm. Something needs to be done or this company should close down. It's people's money involved. Hypothetically what if people use they last cent to order, and the food never shows up, then what. Should they wait indefinite for they refund. They attitude when I called was pathetic, like they give a damn about what was done. I sent numerous of emails, and to date havent had a single reply.

I honestly think Uber eats needs to be boycotted. Pathetic customer service.