Ordered food not delivered

Ordered food off the app, got charged and never received the food. The status shows food delivered by Tendai but the guy never delivered my food. What makes it more appalling is that UberEats refuses to refund me because of “previous complaints”. I also went to the restaurant to check, the driver took the food and never delivered it to me or returned it to the restaurant, so, that means my paid order was ****** and UberEats refuses to engage, instead, I get answered by some automated agent which is very annoying.