Delivery & Ubereats Daylight *******

I placed an order on Ubereats, the driver sent me a message saying he was at my location, when i got outside about one minute later he was nowhere to be found. When I checked the app I could not locate him as there was no map. I sent him numerous messages and his response was I am here. Then about 20 minutes later while I was still waiting for him to tell me where he is, my food showed delivered. I've reached out to Ubereats and they refusing to refund me because according to them the delivery guy tried to reach out to me twice. If he reached out to me why did he not respond to my messages? I have advised them that I can request footage from the security to show that he never arrived. Ubereats is not interested to see if their delivery guy is being honest. I also phoned the KFC where my order was placed and they told me that they have dealt with numerous complaints from customers using Ubereats whereby the delivery guys not delivering the food.