UberEats uber unreliable!

I placed an order with UberEats at 5h34pm. The time on the online platform was incorrect and it said eta 7h05pm.i realised that that time would be too late I telephoned nandos directly who advised that the food was not yet prepared and further that no driver has arrived and food is only made when the driver gets to the store. They couldn't cancel for me. I canceled my order with UberEats and I received an email saying that I cannot be refunded as the food has already been prepared. What a lie! What a *******. I have had to obtain food from another store and I am told I will not be refunded terrible service. From. Uber!