Driver stole the food and Ubereats supports it

A delivery person called Joseph was attending to my order from chicken licken Beyers Naudé and he literally left with my order that cost well over R400. He kept getting lost and didn’t follow the instructions and when my daughter went to get him where he was he decided to leave without giving her the food.

Uber eats won’t refund me because apparently he waited, how did he wait when he never even made it to my address, we had to go fetch him.