UberEats refund

I ordered Debonairs pizza through UberEats it was a collection, I sat in the car until I got a message that my food is ready only to be told that I should wait for 20 more minutes as my order isn’t ready by the Debonairs consultant,I was so ****ed and left to go buy somewhere else bcs my kids were hungry,I reported the incident to uber Easts I was instead taken from pillar to post by consultants I cannot even understand their English as they sound Chinese,resorted to their chat they also took me to different consultants without any help. Can they refund my money please,it was in Debonairs Vanderbijlpark SE4