Disgraceful and Pathetic service!!! Zero accountability!!!

I placed an order using their app. The address I used was correct. The driver chatted for a while but then stopped responding. The order was then marked as delivered. The driver is not taking my calls. Now it says that I am not eligible for a refund. So I'm supposed to just accept the charges for the driver to have taken it to the wrong place? Someone else benefits from my order while no-one takes ant responsibility. Pathetic, disgraceful service from a company that is specializes in delivery. Does the drive have no accountability? No responsibility in making sure that he is delivering to the correct person? Does the tracking system not show that he never even came to the delivery address specified?