UberEats negligence and *****ulent conduct

I’ve been having unlimited problems with Uber lately the last order I was charged for but they didn’t send me the quarter chicken, chips and drink. When I asked why they said they can’t refund I said ok but I need to know why they didn’t send the full order but they keep replying they cannot refund. I tried to get an explanation but failed so I’m here wondering if this is fair dealing to send half the order yet charge me the full price.