Uber Eats are a **** and pathetic

I place an order at 5:45pm for a family who just had a baby. The meal was supposed to be delivered at 6:15pm. It is now 8:14pm and the food still has not arrived. I can't see anything on the app my order cannot be found. I called Uber Eats support and they told me the order was canceled and money will be returned in 3-5days. The store confirmed that the order was given to the driver. This is terrible that these people can be allowed to get away with this. I will never use Uber Eats again.