Horrible service and experience

I am extremely with disappointed with UberEats. The driver claimed he left my food but the food never arrived I saw the driver was 2 mins away I went out and was no where to be found soon after he said he completed the order. I tried multiple times to contact him and failed not once did he contact me or even message me. He just loaded a picture of the pizza on some black plastic bag. The part that gets me the most is the fact that there was a one time pin he needed from me , there was clear instructions for the driver which he didn't follow. Uber refuses to refund me but their driver should be held accountable. Making as if his gonna drop off the food knowing Uber won't refund me because this is on on going thing where they refuse to refund people even after people has these horrible experiences with them. They need to do better they are literally *****ing from people taking money and nor delivering food.