Pathetic service

On the 20/10/2021 I ordered chicken licken meal via the Uber eats app and my payment went through. I waited for the driver to deliver my order, however he decided not to call or even communicate that he is outside my office so that I can come collect my food. He decides to go back God know where with my food, even though I paid. This is pathetic service and frustrating because I paid expecting a service for my money, but someone decided to do as they please and to make matters worse I have asked for a refund and to this day I'm still waiting without any joy.

Is this how Uber eats and chicken licken treat their customers and not give us value for our money?