Food missing but no accountability

I placed a KFC order to the value of R350 for delivery to the company I work for. I on the work landline when the driver messaged that he had arrived and only noticed when the pin code arrived on the app. I immediately sent a colleague outside to collect the food. No driver outside. I then walked around the whole building and saw neither the driver or the food. Tried repeated to call the driver through the app without reply. Received an image of a KFC package on tarmac from Uber Eats as proof of delivery. I really don't believe that the food was left at all. The driver, Kabeya Jeancy, had not been in touch to explain where exactly the food was left. UberEats refuse to refund me because they say that the driver tried to reach me... by sending messages saying I'm here. But the driver had not once called. I feel ********** and the single mother for whom the food was a birthday gift ,is now feeling very sad. Shame on Uber Eats and Kabeya Jeancy. You can't say that you were not able to find the entrance to the company... there is huge signage. This feels like daylight *******.