Never recievd my package and the driver took it and uber refuses my refund

So we baught a doll for my niece and the driver waited for the chikds dad ro go out and collect apon the delivery they had a dispute the uber driver buy the name of john took a pic of the doll and threw it in hes boot . Uber does not want to refund my money.and game jhb states that if you are 6mins late to collect your order feom the driver they than take your stock home for them not unless you know the driver and speak to them they will return it ,so you telling me you and the drivers take feon people .if my nieces doesnt get the doll please refund my money if this is the way you take from clients and the drivers can you imagine how many others have been tnrough this i want my money back