UBER EATS IT'S A ****

I ordered food from Uber eats app KFC Birchleigh card payment but the food never arrived, when I ask them for a refund the Uber Eats support tells me they can't refund me!!! Why should I be refunded my money they got their food back I would understand if they say I will not be refunded for a full value or I should come and take the food from their store instead of them taking my money just like that? NEVER BUY FOOD FROM UBER EATS IT'S A ****.