Dissatisfied

I made an order yesterday at my office park. As I always do i missed their calls when the driver supposedly arrived. He sent a picture of the food somewhere in the road that looks like nothing like the office building. Our office has security that usually takes the food If someone was never reachable. In a space of 7 minutes I went thorough inside the whole building looking for my food but it turns out that this is what uber driver do to people that pay with their cards because my colleagues also experience the same thing from time to time. They say they can't refund me because the driver followed protocol. I always order on Uber eats and I have never experienced this even if I miss my call. I find my food at the door. I just don't understand why am I the only one at fault according to uber eat