Ubereats doesn't deliver and keeps the money!

We ordered Ubereats and the order was incomplete, 1 out of 4 wraps was missing. When we reported the issue we received an automatic response within 1 minute to say:

"We've looked into this thouroughy and done a full analysis of your account. The nature, frequency and similarity of the complaints received are not indicative of the service we offer and are highly atypical of any one account. For this reason we will be unable to provide any adjustments to your account. I assure you these decisions are not made lightly, and a review of the issue is done in full before this conclusion is arrived at. While we understand this is not the outcome you want, please note this decision is final."

We rep**** to this and received no further response. When we phoned the restaurant and told them what happened they apologised profusely and offered to give us the wrap although as they have no drivers we had to collect it. This makes the delivery service obsolete and pointless and eradicates any convenience which is the whole point of Ubereats.

How did they do a thorough investigation in under one minute? If they had done a thorough investigation they would have called the restaurant and discovered my complaint was valid. They said; "The nature, frequency and similarity of the complaints received are not indicative of the service we offer and are highly atypical of any one account." Are they accusing me of lying? I have never complained before and have only ordered once before this. They say its not indicative of the service they offer, LOL, that IS the ****ty service they offer! Their response is also indicative of the shocking and unacceptable customer service. They did not deliver our complete order, refused to refund what we didn't receive and refused to deliver it after. I am astounded by this. If the restaurant was willing to give the food Ubereats could have easily delivered it or just refunded the amount. That is not difficult or unreasonable.

I don't understand what analysis was done as if anything had actually been done they would know I have never complained before. It took me just a few moments to phone the restaurant and sort it out which they could have done.

They don't have a review section on their Facebook page because they clearly don't have faith in their own abilities to provide good service and there is no email address available to email directly regarding any customer complaints. The only option is the "help" option on the app which is where I got the automatic response and then have since been ignored. They clearly do not care about customer satisfaction and have no qualms about taking money for nothing! Wow.