Did not receive my food and no refund.

My wife and I ordered from uber eats last night - 2 seperate orders - she order from Best Asia Bayside and I ordered from Hungry Lion Bayside. Eventually when the order was "on its way" we noticed that the same delivery person is delivering both of our orders - which would make sense. As I usually do, I sent a message via the uber eats app to ask the person to let me know when they are at the gate so that we can open for them. The man that was doing the delivery's name is NAPHTALIE. So, we waited. Almost an hour passed and not me nor my wife received our delivery. In that period of time I tried contacting the delivery man but he left my messages on "delivered" - not once did he reply to my messages. My wife tried to communicate with him via the app - eventually he said he was at the gate, so we opened the gate. I went downstairs to fetch the food but he was nowhere to be seen. I walked to the complex gate, he wasn't there. My wife tried phoning him with no success and when he answered he just put the phone down. She told him that we lived in Sandown Crescent - he was waiting somewhere else. I don't understand this because clearly the adres is on the app????? I kept on trying to chat to him via the app, he didn't reply once and still left my messages on "delivered". I made 4 attempts to walk to the gate to see if he was there of which I also walked to the complex neighboring ours as I thought he would be waiting there. I walked back into the complex, met another uber driver that said someone is waiting outside our complex (apparently for awhile) - it doesn't make sense as upon returning to the complex there was no one - I went back to our gate and saw another uber driver and asked him if he was here for us. He said no but he just helped the person that had to deliver our food into the complex. I went inside and NAPHTALIE was there. He gave me my wife's food (from Best Asia Bayside) and when I asked him where mine was (Hungry Lion Bayside) as he was, according to the app, the person delivering both our meals. He just said "sorry" - now my app shows that my food was delivered which it was not. There is a picture on MY delivery showing my WIFE's food and my food is nowhere.

I can't make this ANY CLEARER - I DID NOT RECEIVE MY FOOD THAT I ORDERED LAST NIGHT. Explain to me how this is not eligible for a refund???