Uber Eats just did not deliver & won't tell me why

We ordered a meal from KFC. Waited an eternity only to eventually be told that the "courier ran into an issue and could not finish the delivery". What the hell is that??? Why couldn't the food be sent with someone else? Why isn't KFC malvern taking my complaint? Pathetic service! I expect a full refund immediately. ALSO, WHY IS THERE NO WAY TO GET A PROPER EXPLANATION FROM UBER EATS? UBER EATS MAKES IT SO DIFFICULT TO LAY A COMPLAINT ON THEIR PLATFORM. Why? Coz maybe all their ****ty service will be in front of their faces.