Non-Delivery of Goods

My colleague and I ordered food and the driver returned with our order without calling us to advise he had arrived. This is highly disappointing as we have used this app multiple times and had previously only had one compliant. Now UberEats states that we had multiple refunds ( only had one before this incident) and that any future complaints for refund will not be attend too. This concerning as you are taking away our right to query and have matter rectified