Unpleasant experience with Uber Eat driver and the Uber Eat Service

We bought a cake from chateau gâteaux the morningside branch. The made a mistake with the orders the sent us a cake for 280 something me while we paid for the for 480 something, I quickly contacted the branch and they acknowledged their mistake the asked the Uber driver to come back and return the cake they gonna give him money for the fuel. The guy left and never returned the cake to them and we ended not getting our cake and the refund. I contacted ubersupport two weeks back they promised me to refund me back, until this day I haven’t received my refund back. I keep getting the message that they gonna refund me in the next few working days, but until this day Uber eat has never refunded me. I feel like I’m being ****med and being ****** by Uber eat. I’m very unsatisfied with the service I’m getting from them