Order never delivered and no refunds from Uber

I am very dissapointed with Uber Eats, I ordered food using Uber Eats and the order never arrived. I have been tracking my delivery which at some point was 2 minutes away and while still tracking on the app it moves to 4 then 5 minutes away and in turn 2 minutes away and eventually the order was completed. I have been tracking the driver throughout the trip. Upon contacting Uber help on the App with has limited options to express myself, I was told that I won't be refunded because the driver followed Uber policy. I do not know who they contacted as I was never contacted by the driver. Very very dissapointed.