Order not received

I placed an order with Uber market Houghton I was told the driver didn't come with an ID by the security guards so he was not let in than he left his contact details saying he will come back to deliver but never came and several calls were made to no avail and on top of that they say I can't get my refund how so when I have proof that the driver was at fault and he did say he will come back to.deliver before 4pm but never arrived and now his phone goes to voice-mail