UberEats should not take clients for a ride (Pay Refunds)

I'm writing this review with great disappointment with how UberEats responds to queries. I'm located at an office park in Hyde Park. My partner had previously ordered me chicken licken wings from Rosebank on the 19th May and the wings were delivered to the office park with no troubles. Today on the 28 May at around 11am, he placed an order again for me at chicken licken Rosebank but to our surprise the order was not delivered. Not even the security guards at the office park saw an uber vehicle at the gate, but the uberEats app claims that the order was delivered. In this instance shouldn't the uber driver confirm who the order was delivered to and to which address as I have not received the order. When a complaint was lodged on the UberEats app, the response received was that the money was not going to be refunded (R220). No explanation was provided, nor were the drivers details provided so that we can check with the driver where this order was delivered. In these trying times due to Covid-19, can we trust UberEats to not frustrate the system with automated responses and actually solve queries efficiently. I have not received the order that was worth R220, that is not small change to just receive an automated response that says I will not be refunded. I urgently need an investigation to be done with regards to this order. Orders just can't go missing like that. It is unacceptable.