Poor communication on request of Refund

my mom ordered food for collection( two Pizza one Salad )on uber eats ,they said we must arrive :18.35 to collect , when we got to the store at Romans Pizza Atlas the food was not ready and we were asked to wait an additional 10minutes and still food was not ready after 10minutes , then we decided to cancel the order because of poor service and we traveling to Limpopo so we could not wait , she has been requesting a refund and no one is assisting us , we asked the shop to help us with the numbers of someone to assist us ,the gave us UBER eats WhatsApp contacts , when we use the number they say r-they dont recognize the number shes calling with and its the same number she made an order with