Pathetic

I would like to share my pathetic horrible experience with uber which I've encountered twice in 2 months. The first experience was at a restaurant called tikka temptation in phoenix. I ordered food which took more than an hour to arrive, the driver came here saying he forgot something from the order and he was going back to the store to get it and come back, as I tracked the driver he went to phoenix and turned back and order never arrived after that he ended the trip without the pin, how can this even happen. Because a trip can only be needed with the pin on arrival, i brought it to ubers attention and they tell. Me they cannot refund me because the order isn't eligible for. A refund which really frustrated me which was a loss on my side, had uber done an investigation they would've tracked the drivers whereabouts. If this can't be dealt with then they should close their business down because they are robbing us of money we work for ..... Second incident was I ordered from engen in ilala Ridge and the order was packed just ready to collect the driver was waiting there for over half an hour and this is not the first time having this issue with this store. After taking so long there were missing items..... I brought it to ubers attention and they say they cannot refund me yet again..... And this store always has issues with out of stock but when you go there they have the stock in the store. What kind of a pathetic service are these guys running. I wish I could sue them for putting me through mentally and having to go through issues like this and also taking my money.