Food not devilered

I placed an order on Under eats from a KFC in N1 Value and and Uber driver was assigned to deliver my food. When the Uber eats driver collected the food from the KFC he notified me that they did not have coke and had other drink and I informed him to bring the stoney.

We then waited for the food to arrive of which did not happen. The driver said he tried to make contact with me of which I never received a call nor a missed call. He then marked the order as completed. When I went tk check at the security gates, the securities informed me that there was no under eats driver and no one left my food.

Uber support say there cannot refund the money for my food because the driver marked the order as completed and I find that unfair. The food was not even returned to the store which means that the driver had a free meal.

What are the Uber eats policies, so do drivers take our food if they can't get hold of us. This is very unfair and would like something to come out of this. I've been using Uber Driver and Uber eats for years and this is the first bad experience I have ever had with them.