Terrible support and service

I placed an order through the app and did not receive my food over an hour later. I phoned the delivery driver, and he explained to me that there was a mix up at the restaurant, and he had taken my order and delivered it to a different address. My app was still showing that the driver was on his way to my address, even though he was not. I spoke to the store manager and was told to contact Uber to sort out the issue. He said that there was no mix up on their side, they had given my order to the driver to deliver. When I had asked the delivery driver to cancel the order because I wanted to be refunded, and it was stuck on my app and not allowing me to place another order, he refused to do so. He then told me that I need to phone and sort it out because he does not know how to contact Uber. I can't understand how an employee is not able to contact their employer. Over 4 hours had passed and the order had not been cancelled, and was still showing on my app as "on it's way". Some time later that night the notification just disappeared. There is no order under my order history and I was not refunded for my order