UberEats Horrivle Service

I have had the app for quite some time and this problem never happened before. Yesterday at 21H40 I made an order with UnerEats from a restaurant that is 5 minutes from where I was. I had to wait for 2 hours for them to change the driver because he was either lost or forgot about my delivery. Finally they changed the driver and I could see he was approaching my work so I went downstairs, when I got there no driver and I get a message stating I have received my order when I didn’t. I try to contact them but they do not operate after 11pm so I requested refund, out of frustration it was more than one request I made for that same order because I wasn’t receiving any feedback. This morning I get an email that states they will not be refunding me because I breached their terms because I filed in more than one request . After multiple times of talking to them and trying to explain, they did not want to refund me my money for food I have never received.

The service is bad I shouldn’t wait for more than 2 hours to get food and if their business is stil operating then why isn’t there customer care support team to assist?