Delivery theft

On the 19th of October 2025, I ordered food on Uber Eats, according to them the driver came and call me but I called the driver a minute after I missed his call to ask him to wait for me to collect or tell me where to collect my food but he dropped the call and when I launch a complain with Uber Eats they said the driver followed their protocol. I live in a gated area with security and my gate was wide opened, the driver could've dropped my food by the door as stated. It can't be that Uber Eats has a policy where their customers are on the loosing end, I don't think their regulator will accept that.