Uber eats undelivered food

I placed an order with Uber Eats, and not for the first time, I was charged and the order was not delivered.

How is it possible that such an established business has no proper complaints/query process?

Their suggestion is to log it on their app and if you are lucky you may get a refund. Neither is the refund instant or guaranteed nor is the food redelivered. Which means if something goes wrong the consumer is out of pocket and still hungry.

I just cant understand how that is an acceptable business process for established business. Am I missing something? How did they even manage to get a customer base with such a flawed business process?