Driver refused to deliver my order and never refunded

I ordered breakfast on the 20th, the driver never arrived to my address, irregardless the fact that i tried communicating with him and giving directions. He went to a wrong address and asked me to go fetch the food there, that time I'm at work.

I contacted UberEats support and they told me that they won't refund me because their driver communicated, my question is what did he communicate did they even check the conversation.

I feel like they are promoting theft with their drivers, meaning we will be paying for things that their drivers will never deliver.