UberEats - no refund/no feedback

I placed on order on Tuesday at Steers. We received the food and it was cold and chips was not the Steers standard, some chips was black as if it was old and still cold. We requested straws and we received our milkshakes with no straws. I rated the service and I called Steers and they told me the Uber driver after collecting the food was sitting outside as the manager saw him and they advised me to log a complaint with UberEats. I did this and they rep**** to say I receiced 3 Uber credits and my money would be refunded in a few working days. I have not received any refund. I asked them to explain what the credits mean and they didn't bother to respond. The next day for my colleagues farewell. we ordered again and I ticked - used Uber credits but I still paid for the food. What does the credits mean? I have emailed UberEats but they don't bother to respond. I wont use them again as I have received terrible service and they don't have any customer service.