Uber Eats Dishonesty and lack of service

Hi, I have had the unpleasant experience of one of the Uber Eats drivers, namely Oda not delivering my goods but marked my order complete. He then switched off his phone so that I could not contact him. This after waiting 90 minutes from an outlet that is literally 250m from where the delivery was meant to be. Uber Eats support people told me that they will look into it and revert within 12 hours. This is now 3 hours later with no one contacting me nor have I received a refund as requested. This is dishonest on their part and I would have expected a response a lot sooner and at least a commitment to replace my order or refund me. NEVER EVER AGAIN.