Uber eats failure

Paid them for service.Never got my order.The guy just cutted me off from chats also.Placed a order late for my little 9year old for school lunch.They took the money straight up.Never got the food now I must wait for the refound.How does thay work. I even jabe a picture where the dilivery goes to site and needs to go back tk fetsh my order.I will say close uber eats down an use MR Delibery